Complaints about a childcare provider

If you have concerns about the conduct of a childcare provider or the quality of care provided, you should firstly raise the matter with the provider.  If the matter is not sorted out satisfactorily, or you feel that you cannot approach the provider you can contact OfSTED's Early Years Complaints Helpline on 08456 40 40 40.

Disputes over fees and contacts
OfSTED does not offer help if you have a difficulty over fees or your contract. The Children's Information Service can offer some advice, or put you in touch with the local contact for the provider's professional organisation (e.g. Childminding Association or the National Day Nurseries Association). They will have experience of such disputes and be able to explain your rights.

What if I want to complain about the standard of care?
Firstly you need to approach the daycare provider or childminder. They should have a set procedure for complaints, which should be followed. If you are not satisfied after this procedure has been gone through, then contact OfSTED's Early Years Complaints Helpline on 08456 40 40 40.

What if I am worried that a child is being abused?
In the case of suspected abuse or neglect you should immediately contact both the OfSTED Helpline (08456 40 40 40) and the Southampton Child Protection Team on 023 8083 3336 - contact between 8.30am and 5pm (Friday 4.30pm). For urgent enquiries outside these hours call 023 8023 3344. You should always report Child Protection concerns immediately, as the well-being of the child or children involved may depend on your action. OfSTED will take appropriate action during an investigation or inspection using your information - including taking enforcement action. In serious cases this may mean the cancellation of the provider's registration.

How should I complain to OfSTED?
Before you telephone, work out what you want to say. Have a note of the key people, times dates and other facts you feel important. The person who takes your call may ask for other information in order to give you suitable advice. Your call may have to be transferred to another person who is more able to help, so be patient. You may be asked to put your concerns in writing.

Do I have to give my name?
OfSTED and the Child Protection Team both try to make investigations without revealing your identity. However, the childminder or daycare provider being investigated may be able to work out your identity from the nature of the investigation. It is therefore impossible to guarantee anonymity - especially if the investigation leads to court action. If you do not give your name the agencies may not be able to contact you for further information or to clarify details. However, they would rather receive information anonymously than not at all. Other agencies may have to be involved, and your permission will be asked before your details are passed on. In the case of child protection issues OfSTED and Social Services have a duty to pass on full details to the Police and to each other for necessary investigations to be carried out. 

Can I find out what has happened?
If the complaint has been dealt with by OfSTED, they will write to you once the investigation is complete. Full details may not be available in some cases, unless the childminder or daycare provider agrees. (This is because of Data Protection regulations.)