Standard 1: Suitable person
Standard 2: Organization
Standard 3: Care, Learning and Play
Standard 4: Physical Environment
Standard 5: Equipment
Standard 6: Safety
Standard 7: Health
Standard 8: Food and Drink
Standard 9: Equal Opportunities
Standard 10: Special Needs
Standard 11: Behaviour
Standard 12: Working in partnership with Parents and Carers
Standard 13: Child Protection
Standard 14: Documentation

The Nursery Manager/Deputy will review all complaints for the academic year every 6 months and will feedback the result to the Parents.

Dissatisfaction with any aspect of our service.
Concerns about the conduct of a member of staff.
If you see or hear something that worries you.

If you have any reason for concern or are unhappy about any aspect of our service, you should in the first instance, raise the matter with your child's key person. We urge you to do this as soon as you have a concern as often a misunderstanding can be sorted out quite quickly.

If you are still not satisfied with the way your concerns have been addressed, then you should refer the matter to the Person in Charge of the room, Janine Bye for Hungry Hippos, Mirei Carlitos for Baby Unit and Lisa Harding (Room Leader) for Cheeky Monkeys. The person in charge will log all the complaints they receive to use for monitoring purposes. (We refer to complaints made to a person in charge as stage one complaints).
Should you remain unhappy with the response from the person in charge, the matter will be referred to the Nursery Manager to investigate. The Nursery Manager will contact you within 24 hours to arrange a meeting. You will receive a written answer to your complaints from the Nursery Manager within 5 working days of the meeting. (We refer to complaints made to the Nursery Manger as stage two complaints)
In the unlikely event that your concerns remain unresolved by staff within the nursery, you should let us know so we will arrange an appointment between you and the Director of Residential Services, Ian Spencer I.Spencer@lse.ac.uk
who will meet with you to discuss your continued concern. Ian will answer your complaint in writing within 5 working days of the meeting. (We refer any complaints made to the Director of Residential Services as stage three complaints).

Any unresolved complaint after this stage will be referred to the Director of Finance and Facilities, as nominee of the School's Secretary and Director of Administration. The decision of the Director of Finance and Facilities will be the final stage of our internal complaints procedure.

OFSTED (Office for Standards in Education)

Ofsted registers and inspects childcare for children aged from birth to 17 years.

Registered Childcare providers and childminders have to meet requirements that relate to safety, the people providing the care and the organisation of the childcare. Childcarers registered on the Early Years Register, who care for the children aged from Birth to the 31 August following a child's fifth birthday, also have to meet requirements for children's learning and development.

What you can tell us

Is the childcare good?
Can it be better?
Do you have any concerns?

If you want to tell us anything about your child's childcare, you can ring Ofsted on

0300123 1231

Or write to:
The National Business Unit
Ofsted
Piccadilly Gate
Store Street
Manchester M1 2WD

During our internal complaints process the Nursery Manger will contact OFSTED if the complaint involves the safety and welfare of a child using our services. This will include the following:

Accident to child or adult in the setting or on an outing.
Police or social services involvement.

As a user of the service you have a right to contact OFSTED at any time during a complaints process. Normally OFSTED would want you to complete the internal process but they will be happy to advise you at any stage. OFSTED's Complaints & Enforcement Team can be contacted on the above address and telephone number.