Complaints Procedure

Stage 1 – Informal Resolution

If a parent/carer has a concern regarding their child’s care or education, they should first speak directly with their child’s key worker.

Stage 2 – Escalation to Management

If unresolved, the concern should be submitted in writing to the Nursery Manager or Deputy. The Manager will investigate and respond within 5 working days. The complaint and actions taken will be recorded in the Complaints Folder.

Stage 3 – Formal Meeting

If still unresolved, a formal meeting will be held between the nominated person, parent/carer, and management. A written record of the meeting, actions, and outcomes will be signed by all and provided to attendees.

Stage 4 – External Complaint

If the issue remains unresolved, parents/carers may contact Ofsted: 📞 0300 123 1231 | ✉ enquiries@ofsted.gov.uk.

Further Steps – Local Authority & Ombudsman

Parents or providers may raise complaints about funded entitlements with the Local Authority: ✉ ey-free.entitlement@manchester.gov.uk.

📮 Manchester City Council – Early Years, PO Box 532, Town Hall, Manchester M60 2AL. Unresolved issues may be taken to the Local Government Ombudsman: 📞 0845 602 1983 | ✉ advice@lgo.org.uk | 📮 PO Box 4771, Coventry CV4 0EH.

Safeguarding Concerns

Complaints related to child protection are handled under our Safeguarding Policy and may involve Ofsted or social services.

Confidentiality & Data Protection

• All complaints are treated confidentially and only shared on a need-to-know basis.
• Staff must not discuss nursery matters outside the setting.
• All staff sign a confidentiality agreement and follow GDPR (EU 2016/679) and the Freedom of Information Act 2000.
• Sensitive information is securely stored (locked cabinets/password-protected systems). Our practices align with the EYFS Statutory Framework (2025) and Privacy Notice.