How to complain about an early years or childcare provider
Information about how to raise a complaint.
Your first step
If you have any concerns about your childcare provider, you should raise them with the provider directly in the first instance.
Most complaints can be resolved with an informal discussion and agreement on how to resolve the issue. If you cannot resolve matters in this way, you should make a formal complaint to the provider.
All providers must fully investigate written and emailed complaints and provide an account of their findings within 28 days.
Complaint procedures
Providers need to have procedures in place for parents who wish to make a complaint relating to the Early Years Foundation Stage, including a written complaints policy setting out the process. This is set out in law.
Childminders are not required to have a written procedure for handling complaints, but they must keep a record of any complaints they receive and their outcome.
Your next step
Ofsted regulates and inspects most early education and childcare providers. If you have an unresolved issue with a provider relating to quality or the regulation of childcare, then Ofsted should be made aware.
Billing, invoicing or contracts
If your complaint relates to billing, invoicing or contracts, Ofsted is unable to help. You should discuss this with the provider and reach a compromise if possible.
Providers receiving public funding for early years and childcare entitlements have contracts with the council, which set out expectations.
If you have an unresolved issue with your provider after a response to your written complaint, it's worth contacting the council to explore whether the issue can be taken up under this contract.
Information on the council's complaints process.
Unresolved complaints
If your complaint remains unresolved, you can serve notice on your current provider under your contract and look for alternatives. Oxfordshire Family Information Service can support your search for alternatives, or you can contact us.
Childcare in a school
We have a process for complaints related to an early years or childcare place at a school.
There is also national advice about complaining about a school.
If you are concerned about a child being harmed, or who may be at risk from harm, and you cannot speak to the provider, contact Oxfordshire’s Multi Agency Safeguarding Hub (MASH).