Respecting Your Privacy

We recognise the importance of confidentiality and treat all personal information with care and respect.

Parents and carers may request access to their own child's records at any reasonable time. To protect the privacy of all families, access is limited to their own child's information.

Information is only shared with authorised professionals when necessary to support a child's wellbeing or where required by law. Wherever possible, parental consent will be obtained before information is shared. The only exception is where safeguarding concerns mean that seeking consent could place a child at greater risk.

All personal information is stored securely and managed in accordance with current data protection legislation. Records are retained only for the legally required period before being securely destroyed.

GENERAL STATEMENT

At The Ark Children Centre we are concerned about the welfare and safety of all our children and strive to create an ethos in which children feel secure, valued and listened to. Safeguarding

is everyone’s responsibility and everyone should play their full part, if you have any concerns or queries about this policy or our procedures then please do ask a member of the management team / manager.

STATUTORY FRAMEWORK

The Framework requires all childcare settings to follow the procedures for protecting children from abuse which are established by the Local Authority Safeguarding Children Board. Settings are also expected to ensure that they have appropriate procedures in place for responding to situations in which they believe that a child has been abused or is at risk of abuse - these procedures should also cover circumstances in which a member of staff is accused or suspected of abuse.

Staff should be alert to signs of abuse and should report any concerns or suspicions to the Nursery Manager or member of the senior team;

The Nursery Manager will have the responsibility for co-ordinating action within the Nursery and liaising with other agencies;

Staff with designated responsibility for Safeguarding children should receive appropriate training;

Settings should have procedures (of which all staff are aware) for handling suspected cases of abuse of children, including procedures to be followed if a member of staff is accused of abuse.

Parents should be made aware of the setting’s safeguarding policy and the fact that this may require cases to be referred to the investigative agencies in the interest of the child.

THE NURSERY MANAGER – Designated Safeguarding Officer.

The nursery manager’s role will be to:

Ensure that the Local Authority’s Safeguarding Children Board procedures are followed in the setting:

Ensure that all staff are aware of these procedures and sign an annual declaration regarding their suitability to work with children.

Ensure that appropriate training and support is provided for all staff.

Ensure that the nursery policy regarding use of cameras and phones is adhered to at all times by staff, parents and visitors.

Develop effective working relationships with other agencies and services and share appropriate information in a timely way.

Decide whether to take further action about specific concerns (e.g. to refer to Children’s

services)

Ensure that accurate records relating to individual children are kept in a secure place and marked ‘Strictly confidential’;

Submit reports to, and attend, child in need meetings and conferences;

Ensure that the setting effectively monitors children who have been identified as being at risk of significant harm or identified as being a child in need. Provide guidance to parents, children and staff about obtaining suitable support;

THE ARK CHILDREN CENTRE PROCEDURES

If any member of staff is concerned about a child he/she must immediately discuss the

concerns with the Nursery Manager.

Information regarding the concerns must be recorded by the member of staff on the same day. The recording must be a clear, precise, factual account of the observations;

The Nursery Manager will decide whether the concerns should be referred.

Parents/carers will be informed that a referral is being made unless the Nursery Manager feels that this would put the child at more risk.

The Nursery Manager can seek advice from the Local Authority Safeguarding Board.

If a referral is made, the Nursery Manager will ensure that a written report of the concerns is

sent to the Social Worker dealing with the case within 48 hours;

Particular attention will be paid to the attendance and development of any child who has been identified as at risk or who has been placed on the Child Protection Register;

If a child who is known to be on the Child Protection Register moves to another nursery or setting the Nursery Manager will inform the Social Worker responsible for the case and transfer the appropriate records to the receiving Nursery.

If a child arrives at nursery with injuries sustained outside nursery then the parents will be asked to complete/sign an accident form, a copy of which will be filed in the ‘record of accidents and incidents that have occurred at home’ file in the office.

RECOGNISE WHEN TO BE CONCERNED

Staff should be concerned about a child if he or she:

Has an injury which is not typical of the bumps and scrapes normally associated with children’s activities?

Regularly has unexplained injuries;

Frequently has injuries (even when apparently reasonable explanations are given);

Confused or conflicting explanations are given on how injuries were sustained;

Exhibits significant changes in behaviour, performance or attitude;

Indulges in sexual behaviour which is unusually explicit and/or inappropriate to his or her age and stage;

Discloses an experience in which he or she may have been significantly harmed.

There is deterioration in the child’s general well-being.

Staff should be concerned about an adult if he or she:

Displays inappropriate behaviour when working with the children for example making

inappropriate sexual comments, giving excessive one to one attention beyond the usual requirements of their role and inappropriate sharing of images.

DEALING WITH A DISCLOSURE

If a child discloses that he or she has been abused in some way, the member of staff should:

Listen to what is being said without displaying shock or disbelief;

Accept what is being said;

Allow the child to talk freely;

Reassure the child but do not make promises which it might not be possible to keep;

Not promise confidentiality, it might be necessary to refer;

Reassure him or her that what happened is not his or her fault;

Stress that it was the right thing to tell;

Listen, rather than ask questions;

Ask open questions rather than leading questions;

Do not criticise the perpetrator;

Explain what has to be done next and who has to be told

RECORD KEEPING:

When a child has disclosed the member of staff should -

Make some brief notes as soon as possible after the conversation;

Not destroy the original notes in case they are needed by court;

Record the date, time, place and any noticeable non-verbal behaviour and the actual words used by the child;

Draw a diagram to indicate the position of any bruising or other injury;

Record the facts i.e. what was actually witnessed, heard or seen in statements and

observations Not make assumptions

SUPPORT

Dealing with a disclosure from a child, and a child protection case in general, is likely to be a stressful experience. The member of staff concerned should, therefore, consider seeking support for him/herself and discuss this with the Nursery Manager.

ALLEGATIONS INVOLVING NURSERY STAFF

If a child, or parent, makes a complaint of abuse against a member of staff, the person

receiving the complaint must take it seriously and immediately inform the Nursery Manager.

Any member of staff who has reason to suspect that a child may have been abused by another member of staff, either at Nursery or elsewhere, must immediately inform the Nursery Manager.

He/she should also make a record of the concerns including a note of anyone else who

witnessed the incident or allegation.

The Nursery Manager will not investigate the allegation him/herself or take detailed statements but will gather enough information to be able to refer the matter to the local authority designated

officer (LADO) AND OFSTED within one working day of the allegation. The Nursery Manager

will cooperate with and be guided by the LADO supporting any subsequent investigations including providing identifying details of the child and member of staff. The outcome of the investigation may be a police matter or it may be returned to the Nursery Manager to carry out an internal investigation and follow the company’s disciplinary procedure. If the concerns are about the Nursery Manager the, Director/provider should be informed, if the

same person is both, you can inform the LADO.

ANY CONCERNS ABOUT A CHILD OR SUSPICION OF ABUSE MUST BE REPORTED IMMEDIATELY TO THE NURSERY MANAGER OR DIRECTOR.

Contact telephone numbers:

Local Authority Safeguarding Board; 02083147280

Local Authority Designated Officer (LADO); 02083147280

OFSTED; 0300123123

WHISTLE BLOWING POLICY

The Ark Children Centre is committed to the highest possible standards of openness and

honesty, we encourage employees and others including students and volunteers with serious concerns about any aspect of the settings, operations to come forward and voice those concerns.

Staff will be able to submit any concerns confidentially and without the fear of reprisals. This policy therefore ensures to that The Ark Children Centre continue to work within best practice and to safeguard children and young people.

This Policy and procedure aims to help and protect both team members and children.

By following the procedure team members are acting to: • Prevent a problem getting worse. •

Safeguard children and young people • Reduce the potential risks to others.

This policy is intended to ensure concerns are appropriately investigated, Support staff to take an active role in the elimination of poor practice. Encourage and enable individuals to raise genuine and legitimate concerns. Protect those making the complaint from victimisation or retaliation.

It is recognised that certain cases will have to proceed on a confidential basis.

The Ark Children Centre will do its best to protect a whistleblower’s identity when they raise a

concern and do not want their name to be disclosed. However, if the concern raised needs to

be addressed through another procedure, e.g., disciplinary procedure, the individual may be required to provide a signed statement as part of the evidence. • Appropriate advice and

support will be made available to team members who raise concerns. • Those who raise concerns will be kept informed of the progress and outcome of any investigation where appropriate. • The Ark Children Centre will not tolerate malicious allegations as a result of any investigation any allegation found to be malicious or untrue could subject the staff member to disciplinary actions: If an allegation is made in good faith but it is not confirmed by the investigation, no action will be taken against the complainant. If, however, an allegation proves

to be malicious, action may be taken against the person responsible for the malicious act.

The manager and management will investigate promptly and thoroughly, all concerns that are

raised in accordance with this policy and will take appropriate action.

In some circumstances identities will have to be revealed to the person complained against and the complainant may be asked to provide written or verbal evidence in support of their

complaint. If a person’s identity is to be disclosed, he or she will be told before the disclosure and the reasons why this is necessary. Once the concerns have been raised, we expect that the complainant will not talk about this to any other person inside or outside the setting.

How to raise a concern: Concerns should be raised with the Nursery Manager and in writing, included in this should be the background and history of the concern, giving names, dates, places where possible and there as on why you are particularly concerned. Although you will not be expected to prove the truth of your allegations, you will be required to demonstrate that there are sufficient grounds for your concern. You should not approach or accuse individuals.

Within a week of the receipt of your concern, you will receive acknowledgement of your

concern.

The Manager and Provider will investigate your concern and within 2 weeks you will be

informed of what action is being taken and you will be kept up to date on the progress of the investigation. You will also be informed of the outcome of any investigation.

If your concerns cannot be expressed to the Manager or Provider then you can contact the

LADO (Local Area Designated Officer) at: E-mail: LewishamLADO@Lewisham.gov.uk.

Phone: 02083147280

If you are not satisfied with the outcome of the investigation, you may elevate your concerns directly to Ofsted.

At The Ark Children Centre, we recognise our responsibilities under the Race Relations Act, The Sex Discriminations Act and the Disability Discrimination Act to eliminate discrimination and to promote good relations between children, practitioners, parents and the local community. 

The promotion of equal opportunities is the responsibility of the whole setting and is reflected throughout our organisation and is addressed in the EYFS curriculum and in areas beyond the curriculum.  Through the implementation of the equal opportunities policy we aim to:  Create an environment in which each individual feels valued, irrespective of ethnic origin, language, belief, grounds of race, nationality, gender, sexual preference, ability, social background or age

Ensure equal access to all areas of the curriculum for all the children in our care;  Promote the belief that all can and should achieve to their highest potential in all areas of the taught and “hidden” curriculum;  Provide materials to promote learning that are appropriate and reflect diversity. 

General principle

All parents and guardians, regardless of ethnic background, disability, gender or socioeconomic background are welcome and will be encouraged to participate as fully as possible in the life of the Nursery. We encourage the participation of all parents and guardians and have a commitment to keeping them as widely informed as possible about the Nursery.   We foster a positive atmosphere of mutual respect and trust among children and staff and aim to create an environment in which all children, their families and staff feel safe and unthreatened. 

Children who are ill, it is the manager’s discretion whether to accept a child into the nursery if they are showing signs of illness, they will be taking into account the demeanour of the child and whether they are well enough to participate in nursery activities. If a child should become unwell during the nursery session the staff will do their best to comfort children and will keep you informed. We will observe the children carefully, taking appropriate measures to record and control their temperature. However, managers will use their discretion and parents may be contacted and asked to collect their child if the manager feels it is 

Minimum Periods of Exclusion from The Ark Children Centre for Common Childhood illness

Administering Medication.      

At The Ark Children Centre, we work with parents/carers for the health and safety of all children in our care. We promote good health and healthy living.                                                                                             

Our Policy is that we DO NOT administer medication or medical treatment UNLESS it has been prescribed by a doctor, dentist, nurse or pharmacist. In this case, it is in the best interests of the child’s health and well being. Prescribed Medication WILL ONLY be administered following the procedure and AFTER written permission has been given from the parent for each prescribed medication. 

For non-prescription but recommended medication by a doctor, pharmacist, dentist or nurse without a written prescription (e.g. Calpol or a generic equivalent, teething gel, cough syrup, etc) administration is based on parental request in writing through a medication administration slip. The nursery cannot be held liable for any reaction following the administration of medicine. The nursery may not agree to give this medication for prolonged periods of time, and may suggest that further medical advice be sought if symptoms persist. We follow the guidelines of notifying Ofsted of any serious accident, illness or death of a child in our care.    

WHAT IS A KEY PERSON? 

In order to ensure every child in the nursery is given the appropriate level of attention and care, a key person is appointed for each child. A key person is a named member of staff assigned to an individual child to support their development and act as the key point of contact with that child’s parents or carers. The key person has special responsibilities for working with a small number of children and helps build and develop positive relationships with children and between parents, carers and staff. The key person is the family of the child’s initial, but not exclusive, point of contact with the nursery. Other staff will also maintain contact as it is unlikely that the key person will not always be on duty every time a child is brought to or collected from the nursery, if a key person is away ill or on annual leave their key children will be observed by other staff in the room to maintain development.

MANAGEMENT OF KEY PERSONS: 

All staff working in the nursery is required to assume key carer responsibilities. The manager oversees the key person responsibilities of the staff in the room and

monitors children’s records of development and learning under the EYFS and ensures they are updated regularly and to an appropriate standard. The room leaders are responsible for ensuring fair and even distribution of key person responsibilities and will monitor at regular intervals each key person’s assigned children. This policy will provide staff with a framework in which to operate the nursery key person system. It will define for staff the roles and responsibilities of a key person and how those roles and responsibilities translate into practice. By sharing with and gathering information from parents / carers relating to individual children, staff will be able to develop a full and accurate picture of each

child’s level of skill, knowledge and understanding, and their interests. This will enable staff to closely match provision to each child’s individual needs. 

The guiding principles by which the key person policy will be managed are:

• To build a trusting relationship with the child and their parent/carer.

• To ensure the happiness and welfare of the child within a stimulating and safe environment.

• To ensure a smooth settling in procedure for all key children both into the nursery, to their next room and ultimately onto school.

KEY PERSON POLICY AND PROCEDURES:

• To collect all relevant information about key children’s specific needs from the parent/carer. Information should be recorded in the child’s all about me. Management should be informed of any issues/requirements related to the child.

• To plan and provide a range of stimulating and age appropriate activities for key children to assist with their learning and progression.

• To continually assess key children and relate the assessment to EYFS planning.

• To value linguistic diversity and provide opportunities for children to develop and use their home language in their play and learning.

THE ROLE OF THE KEY PERSON:

• The key person will help to ensure their key children feel safe, secure and confident, if they are to develop to their full potential. Their parents/carers need a trusted person who they can talk to about their child’s individual needs.

• When a child settles into a new room, the assigned key person will perform a baseline assessment of that child, which will be shared with parents.

• The key person is responsible for a group of children, but as a member of a room the key person is also responsible for all the children in their care.

• Where a child is attending other childcare settings at the same time as coming to The Ark Children Centre, the key person will share information with those settings via the “All About Me” records.

• To complete a ‘2 Year Old Check’ in the term the child turns 2. Arrange a meeting with the parent to discuss the child’s progress and/or any developmental concerns the check brings to the key person notice. Discuss development concerns with parents and contact appropriate professionals

with parents’ consent.

• To ensure that parents/carers are kept informed of the child’s day to day experiences.

• To change and check key children’s nappies as required and to assist with potty training and other

toileting or intimate care needs.

• It is the Room Leader’s ultimate responsibility to ensure that this happens during sickness or other

key person absence. Parents/carers are to be informed.

• The key person will assist the parent/carer and child with the settling process, taking time to listen to questions, and provide answers.

• Where a child is transitioning from one room to another, key persons from each room will liaise together to ensure information is passed on correctly. A room moving form will be completed and the parent/carer introduced to their child’s new key person.

• The key person will complete the care plan with the parent/carer at the child’s first settle and ensure that the other team members are aware of any allergies or special requirements.

• The key person will be the main contact responsible for greeting the parent/carers and child at all their settles, so that a bond can be established.

• The key person will be planning for their key children during activity times. This is a good

opportunity to feedback assessments into the child’s EYFS planning needs. The key person is responsible for providing accurate observations of their key children and linking to the appropriate stage within the EYFS Development Matters guidelines. The observations will be used to inform

planning about how to enable children to progress.

• The key person needs to record basic information about their key children such as sleep times, meal times and anything exciting or notable that happened during the day. This information is then passed on to the parent/carer at the end of the child’s session verbally as fedback and on Tapestry.

• When the child is due to leave nursery, the key person must ensure that their learning journey profile is fully up to date and that it is handed to the child’s parent. The nursery is fully committed to continually evaluating its key person practice, managing changes and transitions as sensitively as possible and ensuring each child feels special and has the opportunity to develop an attachment.

The Nursery Manager is ultimately responsible for managing and maintaining the key person policy and procedures.

Learning Through Play

The first five years of a child's life provide the foundation for future learning and development. At The Ark Children's Centre, we provide a stimulating environment where children are encouraged to explore, discover and develop at their own pace.

Our educational programme follows the Early Years Foundation Stage (EYFS) and supports children's learning across seven areas of development.

Prime Areas of Learning

These provide the foundations for children's future learning.

Communication and Language

We provide a language-rich environment where children develop confidence through stories, songs, conversations, role play and everyday experiences. We encourage every child to communicate in ways that are meaningful to them and to develop the skills needed to become confident communicators.

Physical Development

Children enjoy a wide range of indoor and outdoor activities that help develop coordination, balance, strength and confidence. We also promote healthy lifestyles by encouraging physical activity and helping children understand the importance of healthy eating.

Personal, Social and Emotional Development

Through caring relationships with their Key Person and other trusted adults, children develop confidence, resilience, independence and respect for others. We help children build positive friendships, understand their emotions and develop a strong sense of belonging.

Specific Areas of Learning

The Prime Areas are strengthened through four additional areas of learning.

Literacy – Children develop early reading and writing skills through books, stories, mark making and language-rich experiences.

Mathematics – Through play, children develop counting, sorting, matching, number recognition, shape, space and problem-solving skills.

Understanding the World – Children learn about people, communities, technology and the natural world through exploration and investigation.

Expressive Arts and Design – Children are encouraged to express themselves through art, music, dance, role play, construction and creative activities.

Our practitioners carefully plan activities around each child's interests, abilities and stage of development, helping every child become a confident learner who is well prepared for school.

Every Child Belongs

We believe every child deserves the opportunity to reach their full potential.

The Ark Children's Centre welcomes children and families from all backgrounds and is committed to promoting equality, inclusion and respect for everyone, regardless of race, nationality, language, religion, gender, disability, age or family circumstances.

We aim to:

Create an environment where everyone feels welcomed, respected and valued.

Promote equality of opportunity throughout nursery life.

Ensure all children have equal access to learning experiences.

Celebrate the diversity of our local community.

Provide resources and activities that reflect different cultures and backgrounds.

Encourage children to respect and value one another.

We warmly encourage parents and carers to become involved in nursery life and work in partnership with us to support their child's learning and development.

Helping Children Develop Healthy Habits

Healthy eating is an important part of children's growth, development and wellbeing.

Mealtimes at The Ark Children's Centre are relaxed and enjoyable, giving children the opportunity to develop independence, confidence and positive eating habits.

We support children by:

Providing nutritious meals and snacks

Following individual dietary requirements

Supporting allergies and medical diets

Working closely with parents during weaning

Encouraging self-feeding where appropriate

Promoting healthy eating through everyday learning

Our nursery operates as a strictly no nut setting and children are supervised at all times during meals by appropriately trained members of staff.

For more information about meals, allergies and nutrition, please visit our Food page.

The purpose of this policy is to ensure that any and all medication administered to children has been authorised by the child's parent/carer. Only authorised members of staff (qualified practitioners) will be allowed to administer medication and accurate records of any medicine administered must be kept.

It is the overall responsibility of the manager to ensure that there is written parental/guardian permission to administer medication to children during the session.

It is the responsibility of the staff to ensure that parent / carers complete a medication form prior to any medication being administered and a signature is obtained giving authorisation. The medicine administration form must be signed again by the parent or carer signs when they are collecting their child.

There will be no medication stored at nursery (only inhalers & skin creams will be stored), all medication will now be returned to parents each day.

How will the policy be implemented?

Staff members will not administer the first dose of medicine to the child. Parents should have given their child one dose to ensure no allergic reaction is caused by administering the medication.

Members of staff may only administer prescribed medication to a child with the written consent of the parent/carer and clear instructions with child's name / dosage must be on the medication bottle. Where members of staff are required to administer medication to a child, whether short term or long term, the parent/carer must first complete and sign a medicine administration form. A new entry should be completed where there is change in circumstances. Staff can only administer medication for the length of time stated on the bottle, staff will not administer medication beyond this time-scale unless we have a Doctor's letter.

The medicine administration form will detail the name of the qualified practitioner who

administered the medication and another staff member will sign as a witness to the

administration of the medication. Before medicine is administered, the designated member of staff should check the medicine administration form for any changes.

The medicine administration form should be completed each time the child receives their

medication, this form must be completed and signed by the person administering the

medication, witness and be countersigned by the parent or carer when they collect their child Medicines to be stored in the fridge will be stored in a plastic lidded box, clearly named and dated.

Administering Medication

If any controlled drugs, such as morphine, is brought into the nursery to be administered to the child, staff must advise parent to see the management team who will follow inform parents that they must return to nursery to administer. Under no circumstances is the medication stored in the nursery or administered by staff.

At no time should the medication form be completed in pencil, must be in pen.

Parents should be signing their names and not printing. Parent’s signature must be clearly seen at the bottom of the medication form.

It must be clearly stated why the child is on medication. Medication must be stored accordingly in sealed containers in fridge or cupboard. No medication should be left in children's bags. All medication forms should be easily accessed to the manager.

Medications MUST be returned home daily.

The manager and staff must ensure that all medications are inaccessible to children, stored out of children's reach, in their original containers and clearly labelled with their contents and the child's name. It should be noted that specific medications have storage implications for the

setting:

Controlled Drugs: We will not be storing any controlled drugs within the nursery at any time. If a child requires administration of a controlled drug, then the parent must come along to the nursery to administer when required. Pain medications: All medications will be kept in a cupboard out of the children's reach; each child's medication will be kept in the “medication” container with the child's name on the bottle / box. Staff should record when medication comes into nursery, detailing the name of medication, child's name, date when the medication was given to the setting and date returned home.

Allergy Medication/Anti-histamines: These will be kept out of the children's reach and stored in the “medication” box with the child's name on the bottle / medication box. All details should be recorded on our medication record form. Returned home daily.

Epi-pens: Where a child requires an epi-pen for allergic reactions, the child must carry one with them at all times, the setting should also be issued with one if possible. Only members of staff who are trained to administer this medication will be allowed to do so, whilst The Ark Children Centre aspires that all members of staff receive the required training parents are reminded that

it is their responsibility to ensure that their children's medication requirements are up to date and that the Nursery is kept up to date.

Asthma Medications: The child should have an inhaler with them, which will be stored at nursery in the case of an emergency, each child's inhaler should be kept in our “medication” container and all details should be recorded on our medication record form. The form should also detail the date when the inhaler was given to the setting and returned home if applicable.

Safe Sleep and Rest

Every child has different sleep and rest needs, and we work closely with parents to follow each child's individual routine.

Babies under one year sleep in individual cots using personalised bedding and are placed on their backs in line with current NHS safer sleep guidance. Cots remain free from pillows, duvets, cot bumpers and soft toys.

Older children rest on individual sleep mats with their own bedding in a calm and comfortable environment.

Children are supervised throughout rest periods and sleep checks are carried out at least every ten minutes and recorded by staff.

Purpose of the Policy

The purpose of this policy is to ensure that any complaints about the service are handled

quickly, effectively and courteously and solutions are implemented which satisfy the parent /carer and the setting.

Who is Responsible?

It is the responsibility of the manager to ensure that all nursery complaints are handled. Management will investigate and deal with the complaint efficiently and effectively.

Procedure

In the event of a parent / carer wanting to complain about a member of staff or incident at The Ark Children Centre please follow the following guidelines:-

To inform members how they should handle complaints effectively and swiftly.

Anyone making a complaint should be handled effectively and be seen as an opportunity to evaluate the practice of the setting and improve quality.

If a complaint is received then it should be dealt with swiftly and in accordance with the

complaints policy for the setting.

Speak to a member of staff or directly to management / owners about the complaint giving as much information as possible.

The member of staff who has received the complaint should complete a complaint form and give this to the manager / owners. Once made aware of the complaint the manager must record the complaint on the complaint log within 24hours. This information is only available to owners / management.

All complaints are discussed with all relevant staff, the issue is discussed and corrective action agreed, a date by which the action should be taken is also agreed. This in recorded on the complaint form and then discussed with the parent / carer, this information is also issued in writing. This process will be recorded on the complaint form; all complaints will be resolved

within 7 days of the complaint being made.

If the parent / carer feel that they are unable to speak to a member of staff, then they can also send their complaint in writing/email to the manager / owners who will acknowledge the complaint within 24 hours and respond to it within 7 days of receipt of the letter.

The Manager will inform the Local Authority Designated Officer and Ofsted about the complaint, If complaint relates to the manager or the customer feels that they are unable to address the complaint with the nursery owners or not Satisfied with how the complaint has been resolved,

then inform LADO and if still not resolved or satisfied please contact OFSTED on 03001231231 OR send complaint in writing to the address below;

Contact details:

Local Authority Safeguarding Board; 02083147280

Email: LewishamLADO@Lewisham.gov.uk

Local Authority Designated Officer (LADO); 02083147280

Ofsted National Business Unit,

Piccadilly Gate

Store Street

Manchester.

M1 2WD