Look at the complaints procedure for your setting. How are complaints given- written or verbal? How quickly are they looked at. What is the system? You will have it in your setting's policies and procedures file.
here is a bit of what I wrote:
Within my setting any complaint is handled seriously. All complaints are properly investigated promptly and appropriate action is taken on any concerns that are raised. All complaints are recorded and available on request from both OFSTED and parents. The records include any action taken for each individual complaint.
There are two stages to our complaint procedure
If a parent/carer has a complain about the Nursery or the conduct of a individual member of staff we try to solve the problem by speaking to those involved or to the Manger to try to resolve the problem. If satisfactory resolution cannot be found stage two formally comes into operation.
If stage one is not successful then the parent/carer should put their complaint in detailing and in writing to the Manager/registered person. Relevant names, dates evidence and other important information should be included. We will acknowledge the complaint and send a full and formal response.
If the manager feels that the situation has Child Protection implications they should inform the designated Child Protection Officer and ensure the local services department is contacted according to the procedure set out in the Child Protection Policy. If any party involved in the complaint has good reason to believe a criminal offense has been committed then they will contact the police.
The formal response from the nursery will be sent to the parent/carer concerned and copied to all relevant members of staff where appropriate. The response will include recommendations for dealing with the complaint and for any amendments to policies or procedures emerging from the investigation.
The manager will arrange a time to meet the parent/carer concerned and any other relevant individuals, such as members of staff to discuss the complaint and the response to it. The manager will judge if it is best for all parties to meet together or if individual meetings are more appropriate.
Any parent/carer can at any time submit a complaint to OFSTED about any aspect of registered Childcare provision. OFSTED will consider and investigate all complaints received.