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

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Testimonials

The Little People of Willow Vale nursery is so friendly and welcoming. My son is now 3 years old and has been attending for the last 18 months. He has benefitted so much from his sessions at the nursery in terms of his language development, social skills and learning good routines. All the ladies who look after the children are so caring and nurturing, they really get to know the children well and make them feel loved and supported.

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

Helena V (Mother of Child)
April 14, 2019

My son is 16 months and has been in the nursery for 10 months now.
Amazing and caring staff. They get to really know all the babies and adapt to their specific requirements and personalities. The babies do many different activities and go outside to the garden or park every day. They get to learn a lot. Parents are informed daily through an app on what the babies have eaten, the sleeping times and activities the babies have done through the day which is really nice.

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

Capucine C (Mother of Child)
April 12, 2019

Deeply human and genuinely caring nursery staff.

I feel rest assured every day that my girl is taken good care of. While Little People of Fulham may seem a bit small, the teachers more than make up for it and the outdoor area is super nice.

I'm amazed by my 3-year-old daughter telling me about all the bones in the human body, continents, seasons, numbers, showing me her ballet and yoga skills and talking to me in Spanish.

I'm very happy my little one goes to Little People Nursery.

Max Z (Father of Child)
April 15, 2019

We love Little People of Fulham! The practitioners are all kind and warm and our 11 month old daughter loves spending the day with them. The nursery is well managed and has great facilities. We love getting regular updates from the practitioners that let us know what our daughter has been doing, whether she has slept and what she has had for lunch. The nursery organises well thought out programmes of activity and sends excellent communications and newsletters. We are so glad that our daughter goes to this nursery!

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

Sophy M (Mother of Child)
April 12, 2019
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