Complaints Policy

Policy Created: 26th august 2025
Review date: Annually, or sooner if legislation or Ofsted requirements change

Principles

• Complaints will be treated fairly, consistently, and in confidence.

• We aim to resolve complaints quickly and informally where possible.

• All complaints will be recorded, monitored, and reviewed in line with Ofsted requirements.

• Parents and carers will never be penalised for raising a complaint.

Informal Resolution

Most concerns can be resolved through open communication. Parents are encouraged to:

1. Discuss the matter with the childminder/key worker directly.

2. If unresolved, request a meeting with the manager/lead practitioner (if applicable).

We aim to resolve informal complaints within 7 working days.

Formal Complaints

If a parent or carer is not satisfied with the outcome, they can make a formal complaint in writing (letter, email, or complaint form).

• Complaints will be acknowledged within 3 working days.

• A full investigation will be carried out.

• A written response will be provided within 28 days, in line with Ofsted requirements.

• All complaints will be logged and kept for at least 3 years.

Safeguarding Complaints

If the complaint involves a safeguarding concern, it will be dealt with immediately in line with our Safeguarding Policy, and may be referred to the Local Authority Designated Officer (LADO), Children’s Social Care, or Ofsted.

Escalating a Complaint

If parents remain dissatisfied after following the setting’s complaints procedure, they can contact Ofsted directly:

📍 Ofsted
 Email: enquiries@ofsted.gov.uk
 Phone: 0300 123 4666, 0300 123 1231
🌐 www.ofsted.gov.uk

When contacting Ofsted, parents should provide:

• The nature of the complaint

• The steps already taken

• Any supporting documents

Record Keeping

• All complaints (informal and formal) will be logged, including outcomes.

• Records will be made available to Ofsted on request.

• Confidentiality will be maintained, except where disclosure is required to safeguard a child.

Review of Policy

This policy will be reviewed annually and updated in line with changes to the EYFS and Ofsted requirements.