Complaint Policy

At SRC Nursery we work with parents and carers as partners. To do this we encourage parents to get involved in the daily life and the management of the nursery.

The nursery actively encourages parents and carers to approach staff in particular the child’s key person to raise any concerns that they may have. 

 This approach to parent’s concerns often results in the key person, parent and or manager resolving any issues that may have been raised.

 However, if the above approach does not work then the nursery will bring into force the complaint procedure. As follows

 The manager will use the Ofsted guidelines to record the complaint. The manager will investigate the complaint and record the outcome within 28 days.

In the case of safeguarding and child protection or an allegation against a member of staff, the Manager will follow the procedures recommended by the Local Authority Designated Lead and the Southwark Safeguarding Children’s Board and notify Ofsted of the complaint as soon as possible and within 14 days at the latest.

 Parents and carers in the first instance are encouraged to discuss any concerns that they have with the nursery practitioners this may resolve any issues that the parent/carer may have.

 If the parent/carer is not satisfied with the practitioners’ explanation/discussions, they can put their concerns into writing to the Manager.

 The Manager will use the Ofsted record form to record the complaint. The Manager will investigate the complaint and record the outcome.

 The Manager will give the parent/carer the completed Ofsted record form within 28 days. The form will have details of the investigation and the outcome of the complaint.

 The Manager will keep a copy of the completed Ofsted record in a confidential file in the office for Ofsted to see when they inspect.

 If parents/carers are not satisfied with the response they receive from the Manager regarding their concerns, they can contact Ofsted. 

 The contact details are registration No: 107458

Ofsted Piccalilli Gate Store Street Manchester M1 2WD

 Telephone no: Complaints Line: 0300 123 4666 or 0300 123 1231

 Telephone no: Complaints Line: 0300 123 1231