Complaints Procedure

Our Commitment

We are committed to providing high-quality childcare, education and care for every child.

We value feedback from families and welcome suggestions about how we can improve what we do. Most concerns can be resolved quickly through open and honest conversations with nursery staff, and we encourage families to raise any worries as soon as possible so they can be addressed promptly.

Raising a Concern

If you are unhappy about any aspect of nursery life, we encourage you to speak in the first instance with:

• Your child’s Key Person
• The Room Supervisor
• The Nursery Manager

Most concerns can be resolved quickly and informally at this stage.

We believe strong communication and positive relationships with families are the best way to resolve issues and ensure the best outcomes for children.

How do I make a formal complaint?

If a concern cannot be resolved informally, you may submit a formal complaint to the Nursery Manager in writing.

Complaints can be submitted by email or letter and should include as much information as possible to help us understand the issue and investigate it thoroughly.

The Nursery Manager will acknowledge receipt of the complaint and ensure an appropriate investigation takes place.

Investigation

All complaints are taken seriously and investigated fairly, objectively and sensitively.

Depending on the nature of the complaint, we may:

• Review relevant records and documentation
• Speak with those involved
• Meet with parents or carers
• Seek additional information where required

We maintain a written record of formal complaints and the actions taken in response.

Response

We aim to provide a response within 28 days of receiving a formal complaint.

Where additional time is required to complete an investigation, we will keep families informed and provide an updated timescale.

Escalation

If you remain dissatisfied following the outcome of the investigation, you may request that the matter is reviewed by senior management.

Where appropriate, a meeting may be arranged to discuss the complaint further and seek a resolution.

Ofsted

Parents and carers have the right to contact Ofsted directly if they believe concerns have not been addressed appropriately or if concerns relate to the welfare of children.

Learning From Feedback

We view complaints and feedback as opportunities to learn and improve.

Concerns raised by families help us review our practices, improve our service and ensure we continue providing the highest possible standards of care and education for children and families.

Contact Us

If you would like to raise a concern or make a complaint, please speak to your Nursery Manager or contact us at:

Email: info@kidease.co.uk

We will always seek to resolve concerns fairly, professionally and as quickly as possible.