NDNA customer charter

NDNA’s vision & mission

National Day Nurseries Association (NDNA) is the national charity and membership association for nurseries across the UK.

NDNA’s vision is a society where all children and families receive the best-quality care and learning that enable them to reach their full potential. Our mission is to support the delivery of best-quality care and early learning for children across the UK.

NDNA is committed to equal opportunities and ensuring that everyone is able to access our services.

NDNA customer service standards

We will:

• Be polite, helpful and professional
• Respond to your needs efficiently and effectively
• Keep you informed and communicate clearly
• Be respectful, sincere and fair
• Aim to answer telephones within five rings and messages within 72 hours.

your responsibility to us

In return, you are responsible for behaving in a way that shows respect for all our staff.

how you can help us improve

NDNA is committed to providing first class customer service to members, parents, partners and other stakeholders. We therefore welcome any comments, both where we have done well and where we could have done better. We record and learn from compliments and complaints as part of our commitment to continuous improvement.

complaints

what will happen?

1. We will acknowledge, in writing or by telephone, receipt of your complaint within two working days, unless we can resolve it within that time.

2. We will tell you the name of the person who is dealing with your complaint.

3. Your complaint will be passed to the relevant manager. You will receive a reply in writing within 10 working days.

4. We will keep you informed regarding the progress of the complaint. You will receive an apology if we have made a mistake.

5. If we were at fault, you will be informed what measures are being taken to put things right.

6. If you remain dissatisfied please inform us; the matter will be dealt with by the Chief Executive. You will receive an acknowledgement within five working days and a full and clear reply within 10 working days.

7. If you remain dissatisfied you may appeal to NDNA’s board of trustees. The appeal will be considered at the next scheduled board meeting and you will receive a final response within five working days of the meeting.

Whenever possible please send us your compliment or complaint in writing by post, fax or email.

To download a copy of NDNA's Customer Charter please click here.