Complaints Procedure

We hope that you, and your child, will be happy with the nursery’s provisions and will enjoy your experience with us. However, from time to time problems can arise, and it is our policy to deal with these at the earliest opportunity.

Any parent or carer with a question, suggestion or complaint about their child’s care should in the first instance talk to the child’s keyperson, or the nursery manager, Michelle Sharp, as they think most appropriate. In most cases this should be sufficient to remedy the problem.

If you would prefer to speak directly to the owner, or having spoken to a member of staff you feel that the issue has not been sufficiently remedied, please either make an appointment through any member of staff, or could email Jackie Curtis on jacquelin.activeplay@hotmail.com

We will listen carefully to any complaint or suggestion, and make every attempt to address any issues that you may have. We are committed to working in partnership with parents and carers, and sincerely welcome your input. We will report back to you either in writing, by telephone or in person according to your choice, and in a timely fashion with our findings and any actions taken. Any complaint is recorded and kept on record.

If, after discussion with the manager or owner, you still feel that you have a concern that has not been adequately addressed, you can contact the Ofsted Compliance, Investigation and Enforcement helpline: 0300 123 1231.

Revised May 2022
By: Michelle Sharp
Adopted as the policy of the nursery
By: Jacquelin Curtis Director,
Activeplay Nurseries Ltd