Compliments and Complaints Policy

Compliments
One way to improve our service is to understand what we do well; therefore, we will be available for parents to give positive feedback and compliments.
Stopping a complaint from happening
We will agree with the parents and put in writing all the details of the childcare agreement between Wild Monkeys Childcare Ltd and the parents prior to the beginning of the childcare relationship.

The latest versions of our policies & procedures will always be available to view via our website.

We will encourage open dialogue in the relationship with the parents so that any misunderstandings can be sorted out.
We can be contacted by email at [email protected], or by phone on 07818 50 54 69.

If a formal complaint is made against the manager or a member of staff relating to the Statutory Framework of the EYFS
We will record the details of the complaint including:
  • Name of the complainant.
  • Date of the complaint.
  • Contact details of the complaint.
  • Action taken to resolve the complaint.
  • The final outcome.
We will keep a copy of any correspondence or written explanation with the parents concerned and prepare a summary of the complaint that would be available if any parents wished to see it.

We have a legal obligation to investigate it and respond to the parents within 28 days.
We will tell the parents of any action we have taken or intend to take as a result of their findings.

We will discuss with the parents the suitability of Wild Monkeys Childcare Ltd continuing to look after their child, unless the parents have already terminated the contract.
We will seek legal advice as appropriate.

We will contact Ofsted if required.

If a formal complaint is made against the manager or a member of staff not relating to the Statutory Framework of the EYFS
We will record the details of the complaint including:
  • Name of the complainant.
  • Date of the complaint.
  • Contact details of the complaint.
  • Action taken to resolve the complaint.
  • The final outcome.

We will keep a copy of any correspondence or written explanation with the parents concerned.

We will attempt to discuss the nature of the complaint with the parents and resolve the complaint amicably.

We will seek legal advice as appropriate.

We will contact Ofsted if required.

We will discuss with the parents the suitability of Wild Monkeys Childcare Ltd continuing to look after their child, unless the parents have already terminated the contract.
If you wish to contact Ofsted concerning your child’s childcare, please follow the procedures outlined under ‘Complain about childcare’ at
​https://www.gov.uk/government/organisations/ofsted/about/complaints-procedure.
 
Policy Last Reviewed: January 2026
Policy Review Date: January 2027