Legal
Complaints Procedure
What to expect if you need to raise a concern — from a quick word with your child's key person through to Ofsted.
Last updated: 24 September 2026
Our commitment
We want to hear if something isn't right. Most concerns are resolved quickly and informally — this page sets out what happens if a concern needs to go further, and exactly what to expect at each stage.
Informal stage — talk to us first
Most day-to-day concerns are best raised directly with your child's key person or the room leader, in person or by phone, as soon as you notice them. Most things are resolved the same day this way.
Formal stage 1 — a written complaint to the manager
If a concern isn't resolved informally, or is serious enough to need a formal record, put it in writing (letter or email) to the nursery manager / Designated Safeguarding Lead. We will acknowledge it within [3 working days] and respond in full, in writing, within 28 days.
Formal stage 2 — escalation to the provider
If you're not satisfied with the response at stage 1, you can ask for the complaint to be reviewed by [the registered provider/owner], who was not involved in the original response, within [timescale].
Our complaints record
As an Ofsted-registered provider, we're required to keep a written record of any complaints and their outcome, and to make a summary available to parents and Ofsted inspectors on request — we do this as a matter of course, not only when asked.
Taking it further — Ofsted
If a complaint relates to our compliance with the EYFS requirements or registration conditions, or you remain unsatisfied after going through our own procedure, you can contact Ofsted directly at any time:
Ofsted
General enquiries: 0300 123 1231
Email: enquiries@ofsted.gov.uk
Website: gov.uk/ofsted
Data protection complaints
If your complaint is specifically about how we've handled your personal information, see the "How to complain" section of our Privacy Policy for how to raise that with the Information Commissioner's Office.