Complaints Policy | ANNS Group

1. Purpose & Open Communication Values

Al Nahda Nursery Group values the views and feedback of parents, guardians, staff, and visitors. We strive to handle all concerns respectfully, confidentially, and without bias. Our policy guarantees:

Open Door Approach: Minor questions and concerns are addressed immediately at the classroom or reception level.
Non-Prejudice: Raising a complaint will never adversely affect a child’s experience, care, or standing at the nursery.
Factual Logging: All formal complaints are formally cataloged in the Complaints Register (Annex G5) with root-cause evaluation to prevent recurrence.

2. Structured 3-Stage Resolution Procedure

1

Stage 1: Informal Resolution (Direct Discussion)

Parents are encouraged to speak directly with their child's key person, class teacher, or reception team. Staff listen actively and seek a prompt, informal solution within 24 to 48 hours.

2

Stage 2: Formal Complaint (Written Submission to Principal)

If the issue remains unresolved or involves severe matters, the complainant submits a written complaint addressed to the Nursery Principal (via email at alnahdanursery@gmail.com or hand-delivered to reception). The complaint is formally logged in Annex G5.

3

Stage 3: Review Meeting & External Escalation (SPEA)

If the complainant is dissatisfied with the written outcome, a formal review meeting is held with the Principal. If consensus is still not reached, parents have the right to approach the Sharjah Private Education Authority (SPEA) at cpw@spea.shj.ae or call 800 700.

3. Binding Resolution Timeframes

Milestone	Standard Timeframe	Action Taken
Formal Acknowledgment	Within 3 Working Days	Written acknowledgment of receipt with assigned case reference
Standard Investigation & Response	Within 10 Working Days	Comprehensive investigation, staff interviews, and written outcome report
Complex Cases Extension	Up to 20 Working Days	Written extension notice with mandatory weekly progress updates
Urgent Safeguarding / Safety Issues	Immediate (Same Day)	Direct escalation to DSL and statutory authorities as required

How to Submit a Formal Complaint Send an email with your full name, child's name, enrolled branch, and detailed description of the incident to alnahdanursery@gmail.com or contact Nursery Reception at +971 6 510 4696.

Annex G5: Complaints Register Annex L4: Parent Meeting Record

Parent & Stakeholder Complaints Policy