Complaints Policy

Statement of Intent

Newstead Road Pre-School believes that children, parents and carers are entitled to expect courtesy and prompt, careful attention to their needs and wishes.

We welcome suggestions on how to improve and will give prompt and serious attention to any concerns about the the running of the setting, including the way a child is being treated or any actions, or lack of action by us.

We anticipate that most concerns will be resolved quickly, by an informal approach to the appropriate member of staff, but if this does not achieve the desired result, we have a procedure for dealing with concerns which is detailed below.

We aim to bring all concerns about Newstead Road Pre-School to a satisfactory conclusion for all parties involved.


Our complaints procedure has a number of stages, described below. At each stage, the complaint may be resolved, in which case later stages are not pursued.

All pre-schools are required to keep a written record of any complaints that reach Stage 2 and above. This record must include the date, the circumstances of the complaint, the outcome and how the complaint was managed. It must be made available to parents and Ofsted inspectors on request.

A full procedure is set out in the Pre-school Learning Alliance publication Complaint Investigation Record which acts as the summary log for record-keeping purpose.

Making a complaint

Stage 1

Stage 2

Stage 3

Stage 4

Stage 5

The role of the Ofsted and the Local Safeguarding Children Board

Further Information


Newstead Road Pre-School, 6 Birch Grove, Lee, London, SE12 0SU.
Telephone: 020 8857 9500