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Policies & Procedures


At Buttercups we aim to provide the highest education and care for all the children.  To offer a welcome to each individual child and family and to provide a warm and caring environment, within which all children can learn and develop as they play.

We believe that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes.  Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve the nursery school at any time.

Making concerns known

A parent who is uneasy about any aspect of Buttercups' provision and staff should first of all talk over any worries and anxieties with the nursery school manager(s).

If this does not have a satisfactory outcome within a couple of weeks, or if the problem recurs, the parent should put the concerns or complaint in writing and request a meeting with the nursery school managers (the owners of Buttercups).   Both parents and the manager(s) may have a friend or partner present if required and an agreed written record of the discussion will be made. A copy of our complaints procedure is available to all parents in the parent pack.

Most complaints should be resolved informally or at this initial stage.

However should the matter still not be sorted out to the parent's satisfaction, the parent should again contact the manager(s).

If the parent and Buttercups cannot reach agreement, it might be helpful to invite an external mediator (one who is acceptable to both parties) to listen to both sides and offer advice.


A mediator has no legal powers but is a help to clarify the situation.

The mediator will help define the problem, review the action(s) so far and suggest further ways in which it might be resolved.

The mediator will keep all discussions confidential.  S/he will meet with the pre-school if requested and will keep an agreed written record of any meetings that are held and of any advice s/he has given.

If you wish to contact Ofsted for further advice or information you may telephone their office on the telephone below.  (Please refer to Ofsted Publication enclosed)

0300 1231 231  Royal Exchange Buildings, St Annes Square, Manchester, M1 7LA

The role of the registering authorities

In some circumstances it will be necessary to bring in the local authority and inspection unit, who have a duty to ensure laid down requirements are adhered to.  The registering authority would be involved if a child appeared to be at risk or where there seemed to be a possible breach of registration requirements.  In these cases both parent and the nursery school would be informed and Ofsted would work with the Social Services Department to ensure a proper investigation of the complaint, followed by appropriate action.

Buttercups believe that most complaints are made constructively and can be sorted out at an early stage.  We also believe that it is in the best interests of the nursery school and parents that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.

In the event of an agreement not being reached

Should the parties concerned not reach an amicable agreement, Buttercups reserves the right to decide the best course of action for the majority of those involved and/or likely to be affected.  That decision will be final and binding on all parties.

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