Unless you think children are at risk of harm from the childcare provider, it is usually best if you discuss your concerns with the provider or the person in charge before you contact Ofsted.
If you are a parent or carer and cannot sort out your concern through discussion, you can make a formal complaint by writing to the provider. The law says that providers must have a process for handling written complaints. Home childcarers do not need to have this process.
If you are a parent or carer and you make a formal written complaint about your provider must carry out an investigation. They must tell you about the outcome of their investigation, and any action they take or plan to take, as an outcome of your complaint.
They must do this within:
- 28 days of receiving your complaint if they are registered on the early years register
- 28 days of receiving your complaint if they are registered on the childcare register.
You can ask to have the outcome of their investigation in writing.
If you are not satisfied with their response, or your concern relates to a matter you cannot discuss with your provider, you can contact Ofsted direct on 0300 123 4666.
Alternatively, you can contact the Families' Information Service Hub on:
Tel: (01482) 396469 who will pass the details on to Ofsted for you.
It is important to remember that if you do not want to give your name when making a complaint, you can choose to remain anonymous.
All registered childcare providers, except home childcarers, must keep a record of written complaints.
If you believe a child is at risk then please contact Ofsted direct:
Tel: 0300 123 4666
If you are unsure about what to do or require more information please contact:
The Customer Service Team
Tel: (01482) 393939