Complaints and Compliments 

EYFS: 3.74, 3.75 

At Little People Nurseries we believe that parents are entitled to expect courtesy and prompt, careful attention to their individual needs and wishes. We hope that at all times parents are happy with the service provided and we encourage parents to voice their appreciation to the staff concerned.

We record all compliments and share these with staff. 

We welcome any suggestions from parents on how we can improve our services, and will give prompt and serious attention to any concerns that parents may have. Any concerns will be dealt with professionally and promptly to ensure that any issues arising from them are handled effectively and to ensure the welfare of all children, enable ongoing cooperative partnership with parents and to continually improve the quality of the nursery. 

We have a formal procedure for dealing with complaints where we are not able to resolve a concern. Where any concern or complaint relates to child protection, we follow our *Safeguarding/Child Protection Policy. 

Internal complaints procedure 

Stage 1

If any parent should have cause for concern or any queries regarding the care or early learning provided by the nursery, they should in the first instance take it up with the child's key person or a senior member of staff/room leader.  

Stage 2

If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then they must present their concerns in writing as a formal complaint to the nursery manager. The manager will then investigate the complaint and report back to the parent within [between five and 28 working days]. The manager will document the complaint fully and the actions taken in relation to it in the complaints log book.  (Most complaints are usually resolved informally at stage 1 or 2.) 

Stage 3

If the matter is still not resolved, the nursery will hold a formal meeting between the manager, parent and a senior staff member to ensure that it is dealt with comprehensively. The nursery will make a record of the meeting and document any actions. All parties present at the meeting will review the accuracy of the record, and be asked to sign to agree it and receive a copy. This will signify the conclusion of the procedure.  

Stage 4

 If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter with Ofsted. Parents are made aware that they can contact Ofsted at any time they have a concern, including at all stages of the complaints procedure, and are given information on how to contact Ofsted. Ofsted is the registering authority for nurseries in England and investigates all complaints that suggest a provider may not be meeting the requirements of the nursery’s registration. It risk assesses all complaints made and may visit the nursery to carry out a full inspection where it believes requirements are not met. 

A record of complaints will be kept in the nursery. The record will include the name of the complainant, the nature of the complaint, date and time complaint received, action(s) taken, result of any investigations and any information given to the complainant including a dated response. 

Parents will be able to access this record if they wish; however, all personal details relating to any complaint will be stored confidentially and will be only accessible by the parties involved. Ofsted inspectors will have access to this record at any time during visits to ensure actions have been met appropriately. 

Contact details for Ofsted: 

Email: enquiries@ofsted.gov.uk Telephone: 0300 123 1231    
By post:
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

 Parents will also be informed if the nursery becomes aware that they are going to be inspected and after inspection the nursery will provide a copy of the report to parents and/or carers of children attending on a regular basis. 

This policy was adopted on: 31st August 2017

Signed on behalf of the nursery: DSCove

Date for review: 31st August 2019

From our Blog

Montessori Activities at Home (part 3)

Published: 

In the third part of our series, we will explore activities that might come in handy if you are stuck inside while the weather is bad. We all know children need to focus that energy when they are indoors, so why not try the following:

Testimonials

Our son joined the nursery just after his first birthday and we have been extremely pleased with the care and attention he has received. As such, we definitely intend on sending our second child to the nursery when the time comes.

How likely would you be to recommend Little People of Fulham? Extremely Likely

R B (father of child)
June 28, 2018

My Daughter started full time at the nursery when she was 5 months. I always felt that she was in very good hands, surrounded with love, stimulated with appropriate games and activities. The staff are lovely and very competent. I recommend the nursery every time I can.  

How likely would you be to recommend Little People of Fulham? Extremely Likely

Marine P
July 17, 2018

We have been so happy with the love and care that our son has had at Little People of Fulham. Starting him at one, we were nervous he was too young but soon our fears were allayed and he settled well. We have seen him grow in confidence and he has benefitted from spending time with other children his age. The staff are dedicated and clearly also love our son as much as us!

How likely would you be to recommend Little People of Fulham? Extremely Likely

Leila K
June 28, 2018

I feel that the nursery has been extremely supportive of my son's development and his areas of weakness, working together to achieve the same goal.

Danielle Smart
June 13, 2018
Read more Testimonials...