Making a complaint

Making a complaint

Policy statement
Our setting believes that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve our setting and will give prompt and serious attention to any concerns about the running of the setting. We anticipate that most concerns will be resolved quickly, by an informal approach with the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns. We aim to bring all concerns about the running of our setting to a satisfactory conclusion for all of the parties involved.


Do you have a complaint?                                                              

From time to time you may have a complaint to make against the setting or an individual within the setting. If you wish to make a complaint you must follow the following procedure in dealing with your complaint. This document sets out the procedure that all complainants must follow.


Who is responsible?   
You must look carefully at the roles and responsibilities of the carers, managers and other staff that are detailed in this document. This will help you to work out who is directly responsible for the area of the setting that you are concerned about.


What should you do?                                                                      

You must first decide whom the complaint is against. The areas of responsibility and line management described in this document will help you decide that. Stage One of the Complaints Procedure then applies which begins by speaking face to face with the person with whom you are aggrieved. This ensures we follow correct teachings laid down by our beloved (SAW) may peace and salutations be upon him; and avoids back biting. Sometimes, it is simply a matter of a sincere advice.


What if you are still not happy?                                                     

If after applying Stage One you are still not happy, you should put the concerns or complaint in writing to the person's line manager and the setting management team and complain further about your dissatisfaction. This is Stage 2 of the Complaints Procedure.


What if you are still not satisfied?                                      
If the line-manager decides not to uphold the complaint or if the action taken by the line-manager has not solved the problem, or you are not satisfied with the outcome of the investigation you can request a meeting with the setting manager and the director/owner. This is Stage 3 of the Complaints Procedure.


General Applications                                                                       
Some rules and guidelines that you should adhere to when making your complaint.


We are committed to providing a quality service and care to the highest possible standards. However, there are always margins for error, and complaints may arise. One of the ways in which we can continue to improve the work that we do is by listening and responding to the views of the parents, staff and students that benefit from our activities. If you are dissatisfied with the quality of the service we provide, we need to know so that we can make improvements.


The purpose of the Complaints Procedure is to outline a method by which complaints can be dealt with in the most efficient manner with the least disturbance possible. We wish to make the process of making a complaint as easy as possible.


Sincere advice is a basic element of our faith and conversely, backbiting is something to be avoided. There are many ways of trying to change things when they are not as they should be.


This document does not relate to complaints about the settings curriculum or the admissions procedure. You should follow the standard procedure of contact with your child’s key worker in the first


Instance, followed by a referral to the Manager if you are not satisfied with the response. Complaints about admissions should be referred to; the director/owner.


Who is responsible?
The following are general guidelines for some of the areas of responsibility within the setting:

The Proprietor is responsible for the administering of discipline, generally and the personal health and safety of everyone in the setting.

The Administrator is responsible for the administration of the setting and allocating spaces, collection of fees.

The Manager’s aim is to raise the good name of the setting by maintaining high care standards and ensuring that the behaviour of staff and children is of the highest possible standard.

The Carers are responsible for the direct academic and personal development of the children and for room management and discipline. They have an important function to play in communicating with parents, enabling them to support the development and learning of the children through play as well as submitting regular progress reports and assessments.


We treat as a complaint any clear expression of dissatisfaction which calls for a response. Complaints must be made using the procedures outlined in our complaints policy and the guidance in this document, and if these procedures are broken, this in itself can rightly be treated as a complaint and the complaints procedure applied against the complainant.

Your complaint should be made either in person or in writing to the appropriate member of staff. The areas of responsibility and line management described in this document should help you in deciding who your complaint should be addressed to. Please contact the setting if you are not sure where to send your complaint.

When expressing your complaint you need to provide contact telephone numbers and a postal address so that the setting can communicate with you about the complaint. It would also be useful at this point to indicate what sort of outcome you are looking for.

We will keep a written record of any complaints that reach stage two and above, and their outcome. This is to be made available to parents, as well as to Ofsted inspectors on request. We follow the procedure as set out in the Pre-school Learning Alliance publication Complaint Investigation Record (2012) which acts as the 'summary log' for this purpose.

Making a complaint

Stage 1

  • Any parent who has a concern about an aspect of the setting's provision talks over, first of all, his/her concerns with the Our Manager.
  • Most complaints should be resolved amicably and informally at this stage.
  • We record the issue, and how it was resolved, in the child’s file.


Stage 2

  • If this does not have a satisfactory outcome, or if the problem recurs, the parent moves to this stage of the procedure by putting the concerns or complaint in writing to the setting leader and the management team.
  • For parents who are not comfortable with making written complaints, there is a template form for recording complaints in the Complaint Investigation Record; the form may be completed with the person in charge and signed by the parent.
  • The setting stores written complaints from parents in the child's personal file. However, if the complaint involves a detailed investigation, the manager may wish to store all information relating to the investigation in a separate file designated for this complaint.
  • When the investigation into the complaint is completed, the setting leader or manager meets with the parent to discuss the outcome.
  • Parents must be informed of the outcome of the investigation within 28 days of making the complaint.
  • When the complaint is resolved at this stage, the summative points are logged in the Complaint Investigation Record, which is made available tp Ofsted on request.

Stage 3

  • If the parent is not satisfied with the outcome of the investigation, he or she requests a meeting with the setting manager and the, director or owner. The parent may have a friend or partner present if they prefer and the leader should have the support of the management team.
  • An agreed written record of the discussion is made, as well as any decision or action to take as a result. All of the parties present at the meeting sign the record and receive a copy of it.
  • This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Complaint Investigation Record.

Stage 4

  • If at the stage three meeting the parent and setting cannot reach agreement, an external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers, but can help to define the problem, review the action so far and suggest further ways in which it might be resolved.
  • Staff or volunteers within the Pre-school Learning Alliance are appropriate persons to be invited to act as mediators.
  • The mediator keeps all discussions confidential. S/he can hold separate meetings with the setting personnel (setting leader and chair, director or owner) and the parent, if this is decided to be helpful. The mediator keeps an agreed written record of any meetings that are held and of any advice s/he gives.

Stage 5

  • When the mediator has concluded her/his investigations, a final meeting between the parent, the setting leader and the chair, director or owner is held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator's advice is used to reach this conclusion. The mediator is present at the meeting if all parties think this will help a decision to be reached.
  • A record of this meeting, including the decision on the action to be taken, is made. Everyone present at the meeting signs the record and receives a copy of it. This signed record signifies that the procedure has concluded.


  • All complaints shall be taken seriously.
  • All complaints shall be regarded as constructive.
  • All complaints shall be handled in confidence.


The role of the Office for Standards in Education, Children’s Services and Skills (Ofsted) and the Local

Safeguarding Children Board and the information Commissioner’s Office

  • Parents may approach Ofsted directly at any stage of this complaints procedure. In addition, where there seems to be a possible breach of the setting's registration requirements, it is essential to involve Ofsted as the registering and inspection body with a duty to ensure the Safeguarding and Welfare Requirements of the Early Years Foundation Stage are adhered to.
  • Parents can complain to Ofsted by telephone or in writing.
  • Contact details are displayed on our setting's notice board.
  • If a child appears to be at risk, our setting follows the procedures of the Local Safeguarding Children Board.
  • In these cases, both the parent and setting are informed and the setting leader works with Ofsted or the Local Safeguarding Children Board to ensure a proper investigation of the complaint, followed by appropriate action.
  • The Information Commissioner’s Office (ICO) can be contacted if you have made a complaint about the way your data is being handled and remain dissatisfied after raising your concern with us. For further information about how we handle your data, please refer to the Privacy Notice given to you when you registered your child at our setting. The ICO can be contacted at Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or

Note: The Management and Staff of the setting will not tolerate any verbal or physical abuse from any parent/ carer or child. In the case of any abuse, the setting reserves the right to expel or dismiss the child until the matter is resolved.


  • A record of complaints in relation to our setting, or the children or the adults working in our setting, is kept for at least three years; including the date, the circumstances of the complaint and how the complaint was managed.
  • The outcome of all complaints is recorded in the Complaint Investigation Record, which is available for parents and Ofsted inspectors on request.


  • Complaints Letters
  • Minutes of meeting
  • Complaints Record
  • Complaints Investigation Record


This policy was adopted by


Little Mu’mins Day Care Ltd



Reviewed on (date)

Sept 2021


Next review (date)



Signed on behalf of the provider


Name of signatory


Role of signatory (e.g. chair, director or owner)



Other useful Guidance’s

  • Complaint Investigation Record (Sept 2021)

Nursery Times

Mon - Fri (8 am – 6 pm)
Sat / Sun - Closed


89 Rolleston Street, Leicester, 

Office Hours

Monday – Friday
9.00 am – 3.30 pm

Phone & E-mail

0116 2620474

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