COMPLAINTS POLICY

Last updated: 30 September 2026

Lynton Childcare is a well-established setting with many years of experience and is proud to be a valued part of our local community. We understand how important it is for parents and carers to feel confident that their children are happy, safe and well cared for.

We value the positive relationships we have with our families and always aim to resolve any concerns promptly and informally, wherever possible, within our warm and welcoming setting.

We encourage parents and carers to speak to us if they have a concern, as open communication helps us to understand any issues and work together to resolve them.

1. RAISING A CONCERN

In the first instance, parents and carers are encouraged to speak to a member of the management team, either verbally or in writing.

We will listen carefully, take concerns seriously and aim to resolve them fairly, respectfully and promptly.

2. FORMAL COMPLAINTS

Where a concern cannot be resolved informally, a formal complaint can be made in writing to the Manager.

The complaint will be acknowledged and investigated appropriately. The person making the complaint will be informed of the outcome within 28 days of the complaint being received.

If a complaint requires longer to investigate due to its nature or circumstances, the parent or carer will be kept informed of the progress.

All complaints will be handled sensitively and confidentially, with information shared only where necessary.

3. RECORD KEEPING

A record of formal complaints, including the action taken and outcome, will be kept securely.

Complaints and any recurring issues will be reviewed to help us identify any improvements where appropriate.

Parents and carers will not be treated unfairly or disadvantaged because they have raised a concern or made a complaint.

4. OFSTED

Parents and carers have the right to contact Ofsted if they remain concerned following our complaints procedure or wish to raise a concern directly with the regulator.

Ofsted: 0300 123 1231
Website: www.gov.uk/ofsted

5. OUR DOOR IS ALWAYS OPEN

Our door is always open. We are happy to listen, chat and discuss any concerns or worries with parents and carers at any time.

We value our relationships with families and believe that talking openly and working together helps us provide the best possible care and experience for every child.

“Lynton’s the name… happy children, our aim!”