Complaints Procedure

our complaints procedures

At Beyond The Nest, we strive to provide an exceptional standard of care and early education for all children. We believe that open communication with parents and carers is essential for the wellbeing and development of children in our care. However, if parents or carers have any concerns or are dissatisfied with any aspect of our nursery, we encourage them to voice their complaints.

This policy is designed to ensure that complaints are dealt with promptly, fairly, and in accordance with the EYFS statutory framework. We are committed to investigating all complaints thoroughly and in a transparent manner, with the aim of resolving issues amicably and improving our services.

Legal Framework

This policy is compliant with the requirements set out in Section 3.74 of the EYFS Statutory Framework, which mandates that providers must have a written procedure for dealing with complaints from parents and/or carers. 

Records of complaints must be kept and made available for inspection by Ofsted upon request.

Procedure for Handling Complaints

Stage 1: Informal Resolution

Raising a Concern: Parents/carers are encouraged to discuss any minor concerns directly with the child’s key person or the Nursery Manager. We aim to resolve any issues quickly and informally at this stage.

Listening and Responding: Staff will listen carefully to the concerns raised and, where possible, resolve the matter immediately. Staff will document informal complaints if it is deemed that further action or follow-up may be necessary.

Stage 2: Formal Written Complaint

If a concern is not resolved informally or is of a more serious nature, a formal complaint should be submitted in writing to the Nursery Manager.
 

Acknowledgment of Complaint:
Upon receipt of a formal written complaint, the Nursery Manager will acknowledge it within 5 working days.
 

Investigation and Response:
The Nursery Manager will investigate the complaint, including discussions with relevant staff members and reviewing any documentation as needed. A formal written response will be provided to the complainant within 28 days, detailing the outcome of the investigation and any actions taken.

Complaint Records:

A record of the complaint, investigation findings, and any resulting actions will be documented and kept on file for at least three years. This record will be available for inspection by Ofsted if requested.

Stage 3: Escalation to Management or Owner

If the complainant is dissatisfied with the outcome provided by the Nursery Manager, they may escalate their complaint to the Nursery Owner who will review the case and provide a written response within an additional 28 days.

Stage 4: Referral to Ofsted

If a parent or carer remains unsatisfied after following Beyond The Nest’s internal complaints procedure, they have the right to contact Ofsted.
 

Ofsted Contact Information

Address: Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD

Telephone: 0300 123 1231

Email: enquiries@ofsted.gov.uk

Website: https://www.gov.uk/government/organisations/ofsted

Ofsted will investigate complaints about any aspect of Beyond The Nest’s EYFS provision and may carry out an inspection if they find it necessary.