Our Complaints Policy

Our setting aims to provide the highest quality and care for all our children. We aim to offer a welcome to each individual child and family and to provide a warm and caring environment within which all children can learn and develop as they play.

We believe children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve our group at any time.


  1. A parent who has a concern about any aspect of the group’s provision would first talk over any worries and anxieties with the pre-school Supervisor.  Most complaints should be resolved informally at this initial stage.
  2. If this does not have a satisfactory outcome, or if the problem recurs, the parent should put the concerns or complaint in writing to the supervisor and the chair of the management committee. For anyone who is not comfortable with making a written complaint they may get someone to scribe their words and then sign the letter.
  3. When the investigation into the complaint is completed the supervisor meets with the parents to discuss the outcome.  Parents must be informed of the outcome of the investigation within 28 days
  4. If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the setting leader and the owner/chair of the management committee. The parent should have a friend or partner present if required and the leader should have the support of the chairperson of the management committee, or the proprietor/senior manager, present.
  5. If parent and group cannot reach agreement, it might be helpful to invite an external mediator who is acceptable to both parties, to listen to both sides and offer advice. A mediator has no legal powers but can help to clarify the situation. Staff or volunteers within the EYCDP will be available to act as mediator if both parties wish it. The mediator keeps all discussions confidential. They may wish to keep meeting separate if it helps, and agreed written records made.
  6. When the Mediator has concluded their investigations a final meeting between both parties is held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint.

    A record of this meeting, including the action to be taken, is made. Everyone present signs the record and receives a copy of it. The signed copy signifies that the procedure has concluded.

The role of the Office for Standards in Education, Early Years Directorate (Ofsted) and the Berkshire Local Safeguarding Children Board

  • Parents may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of the setting’s registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the Safeguarding and Welfare Requirements of the Early Years Foundation Stage are adhered to.

The Ofsted regional centre address is:

3rd Floor
Royal Exchange Buildings
St. Anne’s Square
Manchester M2 9QX
Telephone number 0300 123 1231


  • These details are displayed on our setting’s notice board.
  • If a child appears to be at risk, our setting follows the procedures of the Berkshire Local Safeguarding Children Board. In these cases, both the parent and setting are informed and the setting leader works with Ofsted or the Berkshire Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.

We believe that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interest of the pre-school and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.

Records of complaints relating to our setting or the children or adults working in our setting is kept including the date, the circumstances of the complaint and how the complaint was managed. The outcome of all complaints is recorded in our Complaints Book

Policy adopted at the management committee meeting 23.4.2014