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Complaints Policy and Procedure

As a registered childminder trading as Nursery Room Ltd (Ofsted URN 2526286), Sevjen Ali aims to work in close partnership with all parents and carers to meet the needs of their children. We expect parents/carers to bring any concern to our attention as soon as possible, so that every effort can be made to resolve it promptly and fairly.

How to raise a complaint

Complaints may be made verbally, by email, in writing, or by requesting a meeting at a mutually convenient time. In the first instance, please contact:

Where a complaint is made in writing, we acknowledge receipt within 5 working days. We investigate all written complaints relating to the fulfilment of the current EYFS requirements and/or the Childcare Register, and respond in writing with the findings of the investigation and any resulting actions as soon as reasonably possible, and in any event within 28 days of receipt.

Contacting Ofsted

Ofsted’s poster for parents, introducing Ofsted’s childcare responsibilities and contact details, is displayed in our setting. Parents/carers may complain or raise a concern about our service to Ofsted directly:

  • Telephone: 0300 123 4666
  • Email: [email protected]
  • Address: Applications, Regulatory and Contact (ARC) Team, Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD

Ofsted may refer concerns to the Police or children’s social care if they raise concerns about the safety or wellbeing of a child.

Records of complaints

We keep a written record of all complaints and their outcome for at least three years. Confidentiality is maintained, but we will provide Ofsted, on request, with a summary of complaints made and any action taken, within a reasonable timeframe.

Safeguarding concerns

If a complaint indicates that a child may be at risk of harm, this becomes a safeguarding matter and is handled under our Safeguarding Policy, not this complaints procedure alone. If a child is in immediate danger, call 999.

Further escalation

If a complaint cannot be resolved directly, or is of a serious nature, parents/carers may contact Ofsted. Where a complaint relates to local authority services or funded entitlement administration, the London Borough of Bexley may also be contacted, and if that remains unresolved, the Local Government and Social Care Ombudsman (0300 061 0614, lgo.org.uk).

Policy reviewed 30 July 2026, next review due July 2027.