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Concerns, Complaints & Compliments Procedure

At Bijou nursery we believe that parents are entitled to expect courtesy and prompt, careful attention to their individual needs and wishes. We always hope that parents are happy with the service provided and we encourage parents to voice their appreciation to the staff concerned.

We record all compliments and share these with staff.

We welcome any suggestions from parents on how we can improve our services and will give prompt and serious attention to any concerns that parents may have. Any concerns will be dealt with professionally and promptly to ensure that any issues arising from them are handled effectively and to ensure the welfare of all children, enable ongoing cooperative partnership with parents and to continually improve the quality of the nursery.

We have a formal procedure for dealing with complaints where we are not able to resolve a concern. Where any concern or complaint relates to child protection, we follow our Safeguarding and Child Protection Policy. Parents can also make complaints direct to CIW which will be followed up by their inspectors and a full inspection carried out and complaints followed up to ensure standards are kept and any inspection reports can be viewed online or at the setting when published.


Internal complaints


Procedure Stage 1

If any parent should have cause for concern or any queries regarding the care or early learning provided by the nursery, they should in the first instance take it up with the child's key worker or a senior member of staff/room leader/manager or owner. If a complaint is made about manager or senior staff member they may not wish to discuss with manager/staff they can make a complaint to the Owners Michael and Samantha Rennison and the complaint can either be resolved with themselves or the complaint can be made directly to CIW and the complaint can be documented and reviewed of what action to take and same instances apply for complaints about staff or manager.


Stage 2

If the issue remains unresolved or parents feel they have received an unsatisfactory outcome, then they must present their concerns in writing as a formal complaint to the nursery manager. The manager will then investigate the complaint and report back to the parent within 7 days. The manager will document the complaint fully and the actions taken in relation to it in the complaints log book.

(Most complaints are usually resolved informally at stage 1 or 2.)


Stage 3

If the matter is still not resolved, the nursery will hold a formal meeting between the manager, parent and the senior staff member to ensure that it is dealt with comprehensively. The nursery will make a record of the meeting and document any actions. All parties present at the meeting will review the accuracy of the record and be asked to sign to agree it and receive a copy. This will signify the conclusion of the procedure.


Stage 4

If the matter cannot be resolved to their satisfaction, then parents have the right to raise the matter with CIW. Parents are made aware that they can contact CIW at any time they have a concern, including at all stages of the complaints procedure and are given information on how to contact them. CIW is the registering authority for nurseries in Wales and investigates all complaints that suggest a provider may not be meeting the requirements of the nursery’s registration. Its risk assesses all complaints made and may visit the nursery to carry out a full inspection where it believes requirements are not met.

A record of complaints will be kept in the nursery. The record will include the name of the complainant, the nature of the complaint, date and time complaint received, action(s) taken, result of any investigations and any information given to the complainant including a dated response.

Parents will be able to access this record if they wish; however, all personal details relating to any complaint will be stored confidentially and will be only accessible by the parties involved. CIW inspectors will have access to this record at any time during visits to ensure actions have been met appropriately.

Contact details for the CIW:

To raise a concern:

Phone: 0300 7900 126


Write to CIW:
Care Inspectorate Wales
Welsh Government

Rhydycar Business Park

CF48 1UZ

For general enquiries:


Llandudno Junction Telephone:
0300 7900 126
0872 437 7301

E-mail: Post:


Care Inspectorate

Wales Welsh Government Office

Sam Mynach
Llandudno Junction

LL31 9RZ

Merthyr Tydfil Telephone:
0300 7900 126
0872 437 7302


Care Inspectorate

Wales Welsh Government Office

Rhydycar Business Park

Merthyr Tydfil
CF48 1UZ

Carmarthen Telephone:
0300 7900 126
0872 437 7303
E-mail: Post:


Care Inspectorate Wales
Government Buildings

Picton Terrace

SA31 38T

Parents will also be informed if the nursery becomes aware that they are going to be inspected and after inspection will provide a copy of the report to parents and/or carers of children attending on a regular basis.

We will adopt this policy for all children within our setting across all age groups up to age 8. 



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