Complaints Policy



Ducklings aim to provide the highest quality education and care for all our children, to offer a welcome to each individual child and family. We will provide a warm and caring environment within which all children can learn and develop.


We believe children and parents 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 we can improve our setting at any time. We have a comments, complaints and suggestions book to record in, one copy is confidential and the other available for anyone to view who wishes. Most concerns can be resolved quickly by an informal approach to the appropriate staff member or manager. If this does not achieve the desired result, the following procedure should be used.


How to complain


Our advice to a parent who is uneasy about any aspect of our provision should first talk over any worries or anxieties with the manager. If this does not have a satisfactory outcome within a couple of weeks, or if the issue recurs, the parent should put the complaint in writing to the manager. The manager would then arrange a meeting with the parent, it would be ideal for both parties to have another person present, an agreed written record of the discussion will be made.


We hope most complaints will have been resolved at this stage.


If the matter is still not resolved to the parent’s satisfaction, an external mediator may be brought in who is acceptable to both parties. A mediator has no legal powers but may help define the problem, review the action so far and suggest further ways in which it might be resolved. This would be the final stage in the complaints procedure




In some circumstances or if the parent chooses this option first, ofsted may be contacted. Ofsted has a duty to ensure laid down requirements are adhered to. They may be contacted by


Phone: 08456404040


In writing: Royal Exchange Buildings

                  St Ann’s Square


                  M2 7LA


Ofsted 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 and the manager would be informed and work with Ofsted 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 that it is in the best interests of Ducklings and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.


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