Nurseries work hard to ensure that your child – and you – are happy with their service. Issues therefore rarely arise but if they do it is important that you discuss them with your child’s nursery before they have a chance to become problems.
NDNA recommends the following course of action:
- Informally discuss it with your Nursery Manager – niggles and issues can usually be immediately addressed, and are often simply down to a lack of communication
- If you are still not satisfied, you should then put your complaint formally in writing – your parent’s handbook should outline the nursery’s approach to dealing with complaints
- If you do not accept the outcome of this, you can then consider approaching external bodies such as a solicitor or Citizens Advice Bureau. However, this should be absolutely a last resort as this can be a problematic process and cause disruption to both you and your child.
NDNA receives a number of questions from parents, and we have outlined some of the key ones below.
I called Ofsted regarding a payment matter but they said it wasn't their role. Why is this?
Ofsted deals only with complaints and queries in relation to welfare requirements and the quality of care children receive. Ofsted’s role is to regulate standards of care. Contracts are seen as a legal matter between the nursery and parent and are therefore not a matter for the organisation. I signed a contract agreeing to pay for childcare if my child is ill. However I don’t agree with this, what can I do?
A contract is a legally binding document. Nurseries still have to pay staff if your child doesn’t attend. If you are unhappy with any element of your contract, you should discuss it with your nursery to receive a full explanation. If you have signed a contract and no longer agree with its conditions, you should seek advice from a suitably qualified solicitor.
I can’t pay my nursery fees, what should I do?
Although this is a difficult matter, you should speak to your child’s nursery as soon as you realise that you cannot pay. Nurseries do understand the difficulties parents face sometimes and may be able to help you with a repayment plan and help you check if you are getting all the financial support you are eligible for.
Why can my nursery change the fees I am charged?
Your fees have to cover a wide range of expenses including staff wages, utilities, food, rates, rent or mortgage and the cost of updating equipment. Around 80% of fees go directly to staff salaries. The vast majority of nurseries work on very low margins, so when costs go up, most face little choice but to reflect this in fees. Most try to restrict how often they raise fees and give you advance warning.
I have separated from my spouse and don't want them to pick my child up, what should I do? This is a difficult position for a nursery but legally they cannot stop a parent picking up a child if a spouse is named as being allowed to pick up the child and they have legal parental responsibility for the child. If you wish to stop your spouse picking up your son or daughter, an injunction will be needed. Please note if your spouse (or any other person) doesn’t have legal parental responsibilities then you can instruct your nursery to not let your child be picked up by this person. Throughout it is important that you stay in touch with your child’s nursery, so that they can help support your child and you. 
