Nursery Concerns and Complaints Policy and Procedures
Broken Cross Primary Academy and Nursery
Nursery Concerns and Complaints Policy and Procedures
At Broken Cross Primary Academy and Nursery we aim to provide the highest quality of care and learning for our children. We hope families will be happy with every aspect of the stimulating, creative and nurturing learning environments we create and the opportunities we provide the children to enable them to develop flourish and progress, whilst they play!
The Complaints Policy is in place to facilitate channels of communication which allow and encourage parents and visitors to raise concerns regarding the service provided.
Broken Cross Primary Academy and Nursery work with, children, parents, agencies and visitors in a professional and courteous manner.
Wherever possible concerns/complaints should be raised immediately therefore, if you should have cause for comment or complaint regarding the service provided the people to contact are listed below.
If you are not fully satisfied with the resolution/action please contact the next person on the list – contact details are available at the end of the document.
- Key Worker As provided to you on entry
- Nursery LeaderMrs Jenny Helliwell
- Foundation Stage ManagerMiss Dawn Tristram
- Head TeacherMr Brian Wilkinson
- Chair of GovernorsMr Peter Cresswell
Each of the above will record the complaint and the action to be taken on the Complaints Record Form.
We will listen to your concern / complaint and investigate the issue as soon as possible. A verbal response should be received within one working day indicating what immediate action may have been taken to resolve the issue. If this is not possible due to operational circumstances, a verbal acknowledgement, registering your concern / complaint will be given within one working day, followed by a full response within 3 working days.
Written correspondence sent directly to Broken Cross Primary Academy and Nursery either by letter or email will be responded to within 5 working days.
It is common to require more information to clarify issues and to be able to fully understand concerns so that a high quality investigation can take place. This may be done on the phone or in person via a meeting.
If you require a meeting to discuss a specific issue in private, please speak to the Broken Cross Primary Academy and Nursery school Office Staff, to arrange a mutually convenient time.
If you remain unhappy, the contact details for Ofsted (the regulatory body for childcare) are listed below who you can contact at any time.
Contact Details
OFSTED (Office for Standards in Education)
Royal Exchange Buildings
Piccadilly Gate
Store Street
Manchester M1 2WD
Tel: 0300 123 1231
E-mail:
Broken Cross Primary Academy and Nursery
Parkett Heyes Road
Macclesfield
Cheshire
SK11 8UD
Tel: 01625 383029
Nursery Leader
Mrs Jenny Helliwell
E-Mail:
Foundation Stage Manager
Miss Dawn Tristram
E-Mail:
Head Teacher
Mr Brian Wilkinson
E-Mail:
Chair of Governors
Mr Peter Cresswell
E-Mail:
D.Tristram
September 2014