Complaints Procedure

If in the unlikely event that you have a complaint or grievance, we would like you to follow the procedure below:

  1. Please contact the nursery manager, the manager will then arrange a meeting to discuss all concerns and hopefully resolve them. All matters discussed in the meeting will be confidential.
  2. If you are unsatisfied with the outcome of the meeting, please put your complaint/ grievance in written format and the owner/manager will contact you to discuss the problem further.

If parents are not happy with the procedures, or the outcome of the complaint, they can contact:

Ofsted, National Business Unit, Piccadilly Gate, Store Street, Manchester, M1 2WD. Telephone 0300 1231231


Child Sickness

Only in the case of minor sickness should a child be kept at the nursery. If a child has a high temperature, sickness, diarrhoea and/or is clearly unwell, staff should speak to the manager/deputy and the child’s parent/carer should be contacted and asked to collect the child by an agreed time.


If a child stays at nursery whilst sick, the sickness should be reported to the person collecting the child, giving as much detail as possible about the problem, including the child’s eating and sleeping habits that day.


Whilst waiting for a parent to arrive, the sick child should be comforted by a member of staff in a quiet cosy area.

When numbers do not permit a member of staff to comfort a sick child, the manager or deputy will do so.


Exclusion periods for infectious diseases are as follows:


Infection Exclusion Period
Chicken Pox 5 days from onset of rash, all vesicles have crusted over and the child is feeling well.
Conjunctivitis 24 hours after the first drops have been administered.
German Measles 4 days from the onset of rash and the child is feeling well.
Hand – Foot and Mouth A child can return once they are feeling well. If a number of children in our care are affected, exclusion may be advised.
Head Lice Treatment is recommended only in cases where live lice have been seen. No exclusion.
Impetigo Until lesions are crusted and healed, or 48hours after commencing the antibiotic treatment.
Measles 4 days following the appearance of the rash and the child if feeling well.
Mumps 5 days after onset of swelling and the child is feeling well.
Norovirus 48 hours from last episode of diarrhoea or vomiting and the child is eating normally and feeling well.
Ringworm Treatment is required. No exclusion.
Scarlet Fever A child can return 24 hours after commencing appropriate antibiotic treatment and when feeling well.
Shingles Exclusion advised if rash is weeping and cannot be covered. Child can return when feeling well
Sickness and Diarrhoea 48 hours from last episode of diarrhoea or vomiting and the child is eating normally and feeling well.
Slapped Cheek A child can return once they feeling well. No exclusion.
Threadworms Treatment is recommended for the child and household contacts. No exclusion
Whooping Cough 5 days from commencing antibiotic treatment, or 21 days from the onset of illness if no antibiotic treatment and the child’s feeling well.

Please note that the nursery reserve the right to refuse entry to a child whom they believe is unwell enough to attend or who may be infectious to the other children.