Policy Title
Date Created
Reviewed
Reviewed:
Reviewed:
Reviewed:
Reviewed:
Complaints and Concerns
June 2012
Annually or as need arises
September 2013
May 2014
February 2016
March 2017s
EYFS legal requirement: Providers must put in place a written procedure for dealing with concerns
and complaints from parents and/or carers, and must keep a written record of any complaints, and
their final outcome. Complaints EYFS Statutory Framework pages 27 & 28, paragraphs 3.73 & 3.74
Purpose of policy/procedure:
To ensure that any complaint made regarding staff, parents or other persons using the nursery
facility will be dealt will accordingly and with confidentiality. Any parties involved in complaints will
be informed regularly of any updates of the situation.
Policy/Procedure:
The Nursery consists of the Manager, Deputy Manager and two Nursery Practitioners. In the event
of any complaints or concerns that may arise then these should be taken directly to the Manager
Kelly Morris. In her absence Debbie Sudworth –Deputy Manager.
There are two Directors who are registered and approved by OFSTED: Mrs. Bruton and Mrs. Jones.
The Directors are available to speak to if concerns or complaints are regarding the Manager and if
the Deputy is unable to resolve the situation.
The setting and the staff are committed to deal and resolve any complaints in an effective and
efficient manner ensuring confidentiality throughout. The Manager in line with the legal requirements
set by OFSTED and the EYFS will deal with all complaints.
The Nursery staff will work together to ensure that the setting is fully inclusive and accommodates
the needs of all children and families who attend the setting. Parents will be regularly updated and
informed of any changes that may occur.
The Manager has responsibility for investigating any complaints and concerns however informal or
formal they are. Any complaints or concerns raised will be documented and kept locked away for
confidentiality purposes. Relevant information will be discussed with necessary parties for updates
and clarification. The documentation of complaints will be kept by the nursery for 3 years and are
accessible for OFSTED if requested.
Complaints made against staff (or any complaints) will be taken very seriously and dealt with
accordingly. Staff complaints may require Disciplinary or Safeguarding procedures and therefore
refer to the Disciplinary/Safeguarding policy for further reference. It may become apparent that after
the outcome of a complaint concerns may have arisen and external agencies may need to be
informed, the Manager or the Directors will contact these agencies and document any
conversation/actions necessary that have been advised.
As a Nursery we operate an effective and efficient manner when dealing and resolving complaints
and aim to resolve situations quickly but effectively and in conjunction with the necessary legal
requirements. We must respond to complaints within 28 days. When a complaint has been resolved
the complainant and others involved will be informed in writing of the outcome, if the complaint feels
that the outcome is not to their satisfaction they may take the matter further to the Directors stated
above or to OFSTED (address below):
The National Business Unit
OFSTED
Piccadilly Gate
Store Street
Manchester
M1 2WD
0300 123 1231
Links to other policies:
 Partnership Working
 Safeguarding

Staff disciplinary and grievance procedures