Talk to Mary first
Most concerns are best resolved in conversation. Mention it at pickup, or send a message via the contact form. We'll listen, look into it, and respond honestly.
If you'd like to make a formal complaint
- Write to us via the contact form, starting your message with the word “complaint”
- We will acknowledge in writing within 5 working days
- We will investigate and respond fully within 28 days
- If we need longer (rare), we'll write to explain why and propose a new timeframe
Records
We keep a confidential record of formal complaints for at least three years, including the outcome and any action taken. This is available to Ofsted on request, in line with our registration.
Escalating
If you're not satisfied with our response, you can contact:
- Ofsted — our regulator. Phone 0300 123 1231 or write to Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD. You can also report online at gov.uk/ofsted.
- Information Commissioner's Office — for data-protection complaints. ico.org.uk or 0303 123 1113.
- Islington Council — for funded-childcare issues if your child receives 15 or 30 funded hours through us.
Anonymous concerns
You don't have to give us your name. We may not be able to respond to you directly, but we will still investigate.
Updates
Last reviewed on 12 May 2026.