Procedure for dealing with concerns and complaints

The framework says in paragraph 3.74:

Providers must put in place a written procedure for dealing with concerns and complaints from parents/carers, and must keep a written record of any complaints and their outcome.

-Statutory framework for the early years foundation stage (2014)

Complaints Procedure

We aim to work in close partnership with all parents, to meet the needs of their children. We will deal promptly with any issue raised about the care of your child. Good clear communication with parents and peace of mind is very important to us.

If there is any aspect of our service you are not happy with please bring it to our attention. This would probably be verbally and every effort will be made to resolve the issue through frank and open discussion. If you prefer, you can put the complaint formally in writing, telephone us on 07954 160118 or by email to

We have a mandatory duty to investigate all complaints relating to the national standards for childcare.

Depending on the nature of the complaint, we will investigate it ourselves or it will be passed on to Ofsted to investigate. Complaints will be treated sensitively. You will be notified of the outcome and receive a copy of any written records regarding the complaint within 28 days.

We will keep a written record of all complaints. It will remain confidential unless an Ofsted Inspector asks to see it. We will record the following:

  • Name of person making the complaint
  • The National Standard(s) to which the complaint relates.
  • Nature of the complaint.
  • Date and time of the complaint.
  • Action taken in response to the complaint.
  • The outcome of the complaint investigation (for example, ways the service has improved).
  • Details of the information and findings that were given to the person making the complaint (which should have been provided to them within 28 days), including any action taken.

We will also keep a summary of the complaint to provide on request to any parent of a child for whom we care for and Ofsted. This summary will not include the name of the person making the complaint.

Records will be kept for ten years.

If the complaint cannot be resolved or if the complaint is of a serious nature and you feel you cannot discuss it with us you should contact Ofsted on 0300 123 1231.

You can also contact Warrington Children’s Information Service if you have any concerns over childcare issues on 01925 443131.

You can contact Cheshire West via