Complaints Procedure

Complaints Procedures

We aim to provide the highest quality education and care for all our children. 


We will welcome each individual child and family, and to provide a warm and caring environment within which all children can learn and develop as they play.


We believe children and parents/carers are entitled to expect courtesy and prompt careful attention to their needs and wishes.  Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve our group at any time.

Making concerns known

  • Any worries or concerns should be taken first to Joeys’ manager or the group Chairperson.

  • Any complaints given in writing will be responded to within 28 days of receiving the complaint to notify the complainant of an outcome.

  • If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs, the complainant should put their concerns or complaint in writing and request a meeting with Joeys’ manager and the group Chairperson. All parties should have a friend or partner present, if required, and an agreed written record of the discussion should be made.

Most complaints should be resolved informally or at an initial stage

  • If the matter is still not sorted out to the complainant’s satisfaction, the complainant should again contact the Chair.

  • If the complainant and Joeys cannot reach agreement, it might be helpful to invite an external mediator, one who is acceptable to both parties, to listen to both sides and offer advice. A mediator has no legal powers but can help to clarify the situation. Joeys would contact the Local Authority Early Years Advisor who may be able to suggest a suitable mediator.

  • The mediator will help define the problem, review the action so far, and suggest further ways in which it might be resolved.

  • The mediator will keep all discussions confidential. They will meet with the group, if requested, and will keep an agreed written record of any meetings that are held and any advice given.

The role of the registering authority

In some circumstances, it will be necessary to bring in the Local Authority Registration and Inspection Unit, who have a duty to ensure laid down requirements are adhered to. The registering authority would be involved if a child appeared to be at risk or where there seemed to be a possible breach of registration requirements. In these cases both parent/carer and Joeys would be informed to ensure a proper investigation of the complaint followed by appropriate action.


We believe that most complaints are made constructively and can be sorted out at an early stage.  We also believe it is in the best interests of Joeys and parents/carers that complaints should be taken seriously and dealt with fairly, and in a way that respects confidentiality.

Complaints, compliments and comments may be made to Joeys’ manager or OFSTED.

The address of OFSTED is:

OFSTED Early Years

The National Business Unit


Piccadilly Gate

Store Street


M1 2WD

Telephone: 03001231231

Signed on behalf of Milnthorpe Family Centre Directors

Katie Smyth – Joeys Manager                                       Reviewed – January 2017

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