Complaints Policy

Provider’s parent complaint procedure

We welcome feedback on our provision and we would like you to tell us about any ideas or comments that you may have about how we can improve our services in the future.

At times, however, things can go wrong, or misunderstandings may occur. If this should happen, then we would like you to have the opportunity to try and resolve any issues at the earliest opportunity.

If your complaint is regarding our provision or us, and you are unable to resolve the problem through informal discussions with us, then you should inform us that you wish to make a formal complaint

If your complaint is regarding the quality of the provision, you can choose to contact OFSTED to report your concerns. Ofsted’s contact details are telephone 0300 123 1231 or email enquiries@ofsted.gov.uk Please refer to the poster which is displayed in our entrance hall.

If your complaint is regarding our administration of the free early years funding and the concern remains unresolved you can inform the Local Authority, Bexley Childcare Services telephone 0208 303 7777

If your complaint is regarding child protection matters or gross misconduct i.e. you are concerned that one of us has behaved in a way that has harmed or may have harmed a child, possibly committed a criminal offence against a child, or behaved in a way that indicates either of us is unsuitable to work with children, you should follow the Providers complaint procedure , inform OFSTED and also contact the Local Authority Designated Officer (LADO) to report your concerns.

Please email Childcaresupport@bexley.gov.uk or contact the Early Years Team to find out what the local Authority will do, once you have logged your complaint, with regard to your child’s free entitlement. The Local Authority will endeavor to:

Acknowledge your complaint either by telephone or in writing within 3 working days of you informing them of your concern.

Investigate the complaint to ensure that the childcare provider is continuing to deliver the free entitlement to the statutory requirements

Inform you of the outcome of the complaint investigation.

You may also find it helpful to contact the Professional Association for Childcare and Early Years, for further information on 0300 003 005