Complaints Procedure   At Parents Dream, we are committed to providing the highest standard of care and creating a safe, welcoming and enjoyable environment for every child. We value feedback and encourage parents and carers to raise any concerns so they can be resolved quickly, fairly and professionally.   Stage 1 – Informal Resolution   If you have a concern or complaint, please speak to the Duty Manager in the first instance. Most concerns can be resolved through an open and respectful discussion. If the Duty Manager is unavailable or the concern relates to them, please contact the Owner.   Stage 2 – Formal Complaint   If the matter cannot be resolved informally, you may submit your complaint in writing to the Manager.   Your complaint will be acknowledged within 14 working days. A full investigation will be carried out. A written response outlining the findings and any actions taken will be provided within 21 working days. If there is an unavoidable delay, we will keep you informed and provide an updated timescale. Where safeguarding or child protection concerns arise, these will be managed immediately in accordance with our Safeguarding Policy. If appropriate, a formal meeting can be arranged, and meeting notes will be shared with all relevant parties.   Stage 3 – Escalation   If you remain dissatisfied after our complaints procedure has been completed, you have the right to contact Ofsted.   Ofsted Contact Details   Email: mailto:enquiries@ofsted.gov.uk Telephone: 0300 123 4666 (tel:030020123204666)   Confidentiality   All complaints are treated seriously, handled confidentially and recorded securely. Records are only accessible to those directly involved in the complaint and are managed in line with our data protection and confidentiality procedures.