11. Complaints

We welcome parent’s comments and suggestions relating to the development of their child at any time. Complaints received will be escalated immediately to a senior member of staff for their prompt attention.

You will receive a written reply to your complaint within 21 days.

If complainant wishes to complain directly to OFSTED the following address and telephone number will be given.           

Early Years,
1 Temple Square,
Temple Quay,
BS1 6HB.

Tel. 01179486923.


Complaints Procedure

At West Hill Nursery we strive to deliver the highest level of service , however we do welcome and encourage any parent or service user to raise any concerns they may have at any time.

This is the procedure that will be followed following a complaint being made.

Stage One (Informal): Following a complaint being made, initially the staff at West Hill Nursery will endeavour to resolve it; through discussion and mediation.  If following this process the complainant is still dissatisfied then the complainant will be encouraged and if necessary supported with recording there concerns in writing.  If the complaint is regarding a Child Protection issue, ACPC Child Protection procedures will be activated and the staff of West Hill Nursery will not engage in any investigative process unless directed to do so following a Child Protection strategy meeting.  If the complaint is regarding the gross misconduct of a member of staff, they will be suspended immediately and for the duration of the investigation.

Stage Two (Formal): Upon receipt of the written complaint an investigating officer will be allocated who will investigate the recorded complaint.  The investigating officer will endeavour to contact the complainant within 72 hours to update them on the progress of the investigation and in usual circumstances will aim to reach there outcome within 7 days.  If the complainant is still dissatisfied they will be encouraged to appeal to the Registered Provider.

Stage Three (Formal):  The Registered Provider will re examine the complaint and if necessary will re investigate.  Again the complainant will be contacted within 72 hours to update them on the progress and the Registered Provider will aim to reach a conclusion as quickly as possible but always within 14 Days.

Stage Four (Formal):  A copy of the complaint will be sent to OFSTED along with all statements etc that was collected during the investigation. If you would like to contact OFSTED to make a direct complaint you may do this by writing.

All complaints , verbal or written are recorded within our complaints file which you may access for yourselves on parents/cares access area under parent notice board