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Complaints Procedure
ME Montessori Nursery and Pre-School is committed to providing the highest quality of care and education. We welcome feedback and take all concerns and complaints seriously.
This procedure complies with the requirements of the Early Years Foundation Stage (EYFS) statutory framework and Ofsted’s requirements for registered childcare providers.
Stage 1: Informal Resolution (within 5 working days)
Most concerns can be resolved quickly and informally. If you have a concern, we encourage you to:
- Speak with your child’s key person or room leader at a convenient time (not at drop-off or pick-up when we are busy supervising children)
- If the concern relates to the key person, speak directly with the nursery manager
We will listen carefully, take your concern seriously, and aim to resolve the matter to your satisfaction within 5 working days.
Stage 2: Formal Written Complaint (within 14 working days)
If your concern has not been resolved informally, or if you prefer to raise a formal complaint, please submit your complaint in writing to the nursery manager:
Email: [email protected]
Post: ME Montessori Nursery and Pre-School, Aylesbury, Buckinghamshire
Your written complaint should include:
- Your name and contact details
- Your child’s name
- A clear description of the complaint
- The outcome you are seeking
We will acknowledge your complaint within 3 working days and provide a full written response within 14 working days. If we need longer, we will let you know and explain why.
Stage 3: Review Panel
If you are not satisfied with the response at Stage 2, you may request a review. Please put your request in writing within 10 working days of receiving our Stage 2 response.
A review panel (which may include a member of the management committee or a third party) will meet within 20 working days to review the complaint and will send you a written outcome.
The outcome of the review panel is final within our internal procedure.
Escalating to Ofsted
If you remain dissatisfied after completing our internal complaints procedure, you have the right to refer your complaint to Ofsted.
Ofsted: www.gov.uk/complain-ofsted-report
Ofsted helpline: 0300 123 1231
Our Ofsted URN: 2756910
You may contact Ofsted at any stage if you have concerns about the safety or welfare of a child, without needing to use our internal procedure first.
Record Keeping
We keep a record of all written complaints and their outcomes. This record is available to Ofsted inspectors on request. Complaints records are kept for at least 3 years.
We are committed to using feedback and complaints to improve our provision. All complaints are reviewed by management to identify any recurring issues or areas for development.
Signed: Kellie Antonazzo, Manager
Get in touch
If you have any questions about this policy, please don’t hesitate to contact us.