Complaints Policy
We value feedback from parents and carers and aim to resolve any concerns promptly, fairly, and constructively.
Policy Statement
At Living Heritage Nursery, we believe that complaints are an opportunity to improve our service. We aim to resolve concerns quickly and informally wherever possible.
Stage 1 — Informal Resolution
- Raise your concern with your child's key worker or the nursery manager
- Most complaints are resolved at this stage within 24–48 hours
- The nursery manager will listen, investigate, and respond promptly
Stage 2 — Formal Complaint
- If unresolved, submit a formal complaint in writing to the nursery manager
- The manager will investigate and respond in writing within 14 working days
- A meeting may be arranged to discuss the complaint in person
Stage 3 — Escalation
- If still unresolved, the complaint may be escalated to the nursery director or governing body
- A formal review will be conducted within 28 working days
- Parents will receive a written response with the final decision
Escalation to Ofsted
If the complaint remains unresolved, parents may contact Ofsted directly. Ofsted can investigate complaints about registered early years providers.
Record Keeping
All complaints are recorded with details of the complaint, actions taken, and the outcome. Records are kept securely and reviewed during inspections.
Monitoring & Review
This policy is reviewed annually and updated in line with statutory guidance.
This policy was effective April 2026 and is due for review by April 2027. All policies are reviewed annually or sooner if statutory guidance changes.