Concerns and complaints about childcare

Concerns about childcare

If you have any concerns about the level of care you should raise them with your childcare provider in the first instance. It is important to raise any issues with them, as there may be a reasonable explanation, or if there is a problem or something you are not happy with, you may be able to come to a solution.

If you are unsure what to do or want to know more about the complaints process please contact Salford Family Information Service for advice on freephone 0161 909 6508, text 0797 191 3293 or email FIS@salford.gov.uk.

Concerns where children are at risk of harm

All reports or enquiries concerning the welfare or safety of a child must go straight to the Referral and Assessment team on 0161 603 4500 as the first port of call. This applies to reports from council staff, the public, partners and outside agencies. The email address is worriedaboutachild@salford.gov.uk.

If a child is in immediate danger of being harmed, or if a child is home alone, the police should be called on 999.

Complaints to Ofsted

If you have already approached your childcare provider, but still feel concerned that they are not providing an adequate level of care, please contact Ofsted, who will then investigate your complaint.

Ofsted Helpline: 08456 404040
Email: enquiries@ofsted.gov.uk

Ofsted will look into any matter related to the requirements and conditions of registration, as well as concerns about people providing childcare who are not registered with Ofsted. Ofsted, however, don't handle complaints about contracts or fees. For further information please visit the parents/carers section of the Ofsted website or download their guidance leaflet 'Concerns and complaints about childminders and childcare providers' below.

Complaints to Salford Children's Services

Complaints about Sure Start Children's Centres or nursery schools/classes attached to a primary school should be directed to Salford City Council.

Most problems can be sorted out quickly by talking to your child’s early learning or childcare provider. However, if after speaking to the Local Authority (LA) run provision you are still not satisfied the council has formal complaints procedures you will need to follow.

If you would like advice about the complaints process you can contact the Customer First Officer for Children’s Services on 0161 778 0480.

You can find detailed information on the 'complaints' section of the website. You can call the Complaints Hotline on 0161 909 6540 or complete an online form - 'complaints, compliments and comments'.

If you have a problem or complaint about your child's school please look at the guidance on the 'making a complaint' page. Ofsted can only consider complaints that affect the school as whole rather than cases regarding individual children, eg a school is not providing a good enough education, pupils are not achieving, the school is not well led or managed. For further details please read Ofsted's guidance for parents - 'Complaints to Ofsted about schools', which can be downloaded below.

Salford Citizen's Advice Bureau

For independent advice and information please contact the Salford Citizens Advice Bureau on 0844 826 9695 (Monday - Thursday, 10.00am - 3.30pm) or email advice@salfordcab.org.uk.

They have local offices in Eccles, Irlam and Cadishead, Salford Precinct and Swinton, as well as weekly advice sessions in different venues across Salford. For details of the offices, face to face or telephone advice services please visit the Salford Citizen's Advice Bureau website.