At Partou, we value the trust you place in us to support and nurture your child’s growth and development. We understand that concerns may arise and addressing them promptly and effectively is key to maintaining a positive and transparent relationship with our families and community.
 
Our feedback and complaints policy ensures your issues are heard, respected, and resolved fairly. We’re committed to a clear, structured process that helps us understand your concern and allows us to work together towards an outcome that reflects our values of Care, Compassion, and Continuous Learning. 
 
Your feedback is invaluable, and we encourage you to reach out with any concerns. Together, we can ensure that Partou continues to build a better tomorrow through early years childcare.  

Making a complaint process  

Level 1 

Should the family wish to give feedback or raise a complaint please speak to the child’s Key Person, Room Leader, Deputy Manager or Nursery Manager – the level, which is appropriate for the concern, as soon as possible. The strong, personal relationships you have with our Nurseries enable most complaints to be resolved amicably and informally at this level, and we like to resolve issues and concerns with minimum delay. 

However, if you’d rather not approach the nursery directly with feedback or a complaint, you can complete the online form found under the contact us section on the Partou website. Once we’ve received this form, we’ll look into the issue and contact you.  

Level 2 

If discussing the issues with the nursery informally doesn’t resolve the problem or if it happens again, please put your concern in writing to the Nursery Manager. We will then inform the Area Manager who will provide support where needed.  

To process your complaint, we need the following details: the child’s name and date of birth, and the details of your feedback or complaint, including relevant dates.  

We will start a fact-finding investigation to thoroughly explore the issue.  Once the investigation is complete, the Nursery Manager will meet with you to discuss the outcome.  

You will receive a written response detailing the outcome of the investigation within 28 days of submitting the written complaint.   

Level 3 

If there’s no satisfied outcome of the investigation, then the family can request a meeting with the Nursery Manager who should be accompanied by the Area Manager. 

An agreed written record of the discussion, including any decisions or actions to be taken, is made. All parties present at the meeting sign the record and receive a copy. 

 Level 4 

If the issues remain unresolved then the family can request to meet with a member of the Senior Management Team. This meeting should be attended by the Nursery Manager, if appropriate, or another member of the Senior Management Team if not.  

An agreed written record of the discussion, including any decisions or actions to be taken, is made. All the parties present at the meeting sign the record and receive a copy. 

The role of Ofsted and the Local Authority Safeguarding Team 

Families may approach Ofsted directly at any stage of this complaint’s procedure. In addition, where there seems to be a possible breach of the setting’s registration requirements, the setting will notify Ofsted as the registering and inspection body with a duty to ensure the Welfare Requirements of the Early Years Foundation Stage are adhered to.  

The number to call Ofsted regarding a complaint is 

0300 1231231 

or you can write to: 

The National Business Unit
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

If a child appears to be at risk, our setting follows the procedures of the Local Safeguarding Children Team. Contact details for this service can be found on the poster on the parent notice board. 

We understand that having concerns can be frustrating and upsetting, and we’re truly here to help. Your feedback is invaluable to us, as it gives us the chance to make things right and improve our services. Thank you for trusting us by sharing your thoughts—we really appreciate it, and we’re committed to finding a solution together.