Complaints Procedure

Little Blossom Tree Nursery & Pre-School

Our approach to feedback

We want every family to feel comfortable raising a question, concern or complaint. Feedback helps us maintain high standards of care and education, strengthen our relationships with families and identify opportunities to improve. We also welcome compliments and share positive feedback with our team.

We aim to handle concerns respectfully, fairly and promptly, while protecting the privacy of everyone involved. Any concern involving a child’s safety is dealt with under our safeguarding procedures.

Stage 1 — Speak to the nursery team

Where possible, please first discuss your concern with your child’s key person, room leader or another senior member of staff. Many day-to-day questions can be resolved quickly through a conversation. If the matter remains unresolved, please speak to the nursery manager.

Stage 2 — Make a formal complaint

If you are unhappy with the response, you may submit a written complaint to the nursery manager. Please include what happened, when it occurred, any relevant details and what you would like us to consider.

The nursery’s original Complaints and Compliments Policy states that the manager will investigate complaints relating to EYFS requirements and report back within 10–14 working days. We will record the concern, the steps taken and the outcome, while also observing any applicable statutory complaint-response requirements.

Stage 3 — Review meeting

If the matter is still unresolved, the nursery may arrange a formal meeting involving the parent or carer, manager and a senior member of staff. The discussion and any agreed actions will be documented, and those involved will have an opportunity to review the meeting record.

Stage 4 — Contacting Ofsted

Parents and carers can raise concerns with Ofsted at any stage. Ofsted considers matters within its regulatory remit; it does not resolve every individual disagreement between a family and a nursery.

You can contact Ofsted at enquiries@ofsted.gov.uk or visit GOV.UK: Complain about childcare.

Confidentiality and records

We keep records of formal complaints and relevant actions in line with our responsibilities. Personal information is handled confidentially and shared only where appropriate. To contact Little Blossom Tree directly, email info@littleblossomtree.co.uk or telephone 020 3576 7221.