The Early Years Foundation Stage (EYFS) statutory guidance talks specifically about the need for providers to have a written procedure for dealing with concerns and complaints from parents and/or carers.
All childcare providers must keep a record of any complaints they receive and their outcome.
The relevant paragraphs for early years providers to be aware of are 3.74 and 3.75 in the guidance.
All providers must investigate written complaints relating to their fulfilment of the EYFS requirements and notify complainants of the outcome of the investigation within 28 days of having received the complaint. The record of complaints must be made available to Ofsted on request.
Providers must make available to parents and/or carers details about how to contact Ofsted, if they believe the provider is not meeting the EYFS requirements.