The Tots’ Clubhouse Nursery School Director is Mrs Abigail Grant-Williams.  The Director holds the accountability for the Nursery School operations, staff and children. Thus, any complaint that cannot be resolved by the Nursery School staff will be escalated to the Leadership Team and subsequently, the Director.

In the first instance all complaints should be discussed immediately with staff members involved.  This discussion will be the quickest and most effective way of resolving your concerns.  

If you’d rather put your complaint in writing via email or letter, please send this to the Nursery School contact address as ‘FAO [staff member name] COMPLAINT - PRIVATE AND CONFIDENTIAL’.  Email: private@thetotsclubhousenurseryschool.co.uk.  Within 5 working days of receiving your written correspondence, the staff member involved will contact you.

Staff members are required to report concerns raised and action plan for a resolution.  This report will be written in your presence for your agreement and shared with the Leadership Team.

Should this concern reoccur, or should you consider that your concern has not been resolved, please request a discussion with a member of the Leadership Team.  The Leadership Team will endeavour to hold this discussion with you within 5 working days and are required to report concerns raised and action plan for a resolution.  This report will be written in your presence for your agreement and shared with the Director.

Should you remain unhappy, please write to the Director at the Nursery School contact address. Please mark your email or envelope as ‘FAO Director COMPLAINT - PRIVATE AND CONFIDENTIAL’.

Within 5 working days of receiving your written correspondence, the Director will contact you to discuss the next steps to achieve a resolution.  If a meeting is required, we will endeavour to hold this within 10 working days of receiving your written correspondence.  The Director is required to report concerns raised and action plan for a resolution.  This report will be written in your presence for your agreement. This will be shared with the Leadership Team and staff members involved.

Should this not resolve the matter and you feel that the Nursery School has acted unreasonably or not followed the correct procedure, please contact Ofsted. 

To complain about a childcare provider, get in touch with Ofsted at enquiries@ofsted.gov.uk or 0300 123 4666.

https://www.gov.uk/government/organisations/ofsted/about/complaints-procedure#complain-about-childcare

Dated: 12 September 2024 Review date: December 2025