At Ladels Day Nursery we are committed to providing the highest quality of care and education for children and families. We believe all parents should be treated with care, courtesy, and respect.

We hope parents are always happy and satisfied with the quality of our service. We encourage parents to share their compliments with staff and/or management. Compliments are recorded and celebrated with our team.

At the same time, we welcome suggestions on how we can improve. Any concerns raised will be handled professionally and promptly to:

  • Safeguard children
  • Maintain strong partnerships with parents
  • Continuously improve our nursery

If a concern relates to child protection, we will follow our Safeguarding Children and Child Protection Policy.

Internal Complaints Procedure

Stage 1

  • Parents should raise any concern or query with their child’s Key Person, Room Leader, or a Senior Staff Member.
  • If unresolved, they should discuss the matter with the Nursery Manager.

Stage 2

  • If still unresolved, parents can submit their complaint in writing to the Nursery

Manager

  • The Manager will investigate the complaint in line with EYFS requirements and respond within 5–28 working days
  • The complaint, actions taken, and outcome will be recorded in the Complaints Log

Book

Most complaints are usually resolved at Stage 1 or 2.
  • The Manager will investigate the complaint in line with EYFS requirements and respond within 5–28 working days

Stage 3

Most complaints are usually resolved at Stage 1 or 2.

If the matter remains unresolved, a formal meeting will be arranged between:

  • The Nursery Manager
  • The Parent
  • A Senior Staff Member

A written record of the meeting will be created, signed by all parties, and a copy provided.

Stage 4 – Contacting Ofsted

Most complaints are usually resolved at Stage 1 or 2.

If the matter is still not resolved, parents have the right to contact Ofsted directly. Parents may contact Ofsted at any stage of the complaints procedure.

Ofsted investigates complaints that suggest a provider may not be meeting the requirements of registration. They may also risk-assess the complaint and/or carry out a full inspection.

Record Keeping

  • A record of all complaints will be kept in nursery files.
  • Records include: complainant’s name, nature of complaint, date/time, actions taken, outcomes, and written responses.
  • Parents may access the record, but personal details will remain confidential
  • Ofsted inspectors can review these records during visits.

Contact Details for Ofsted

Email: enquiries@ofsted.gov.uk 
Telephone: 0300 123 4666 
More information: Ofsted role in regulating childcare 

Inspections

Parents will be informed if the nursery is due for inspection. After an inspection, a copy of the report will be provided to all parents whose children attend regularly.

Discover a Nurturing Start for Your Child at Ladel’s Day Nursery!

Give your little one the best foundation for growth and learning in a safe, inclusive, and creative environment. At Ladel’s Day Nursery, we nurture children aged 3 months to 5 years with tailored care and engaging activities.
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