The email that changed everything

It started, as these things often do, with a complaint. But this was no ordinary complaint, it was the email that changed everything.

As a key player in early education, your role is crucial, and your efforts are significant. A parent wasn't happy that the nursery was closing between Christmas and New Year. What began as a casual grumble quickly escalated. She took her concerns to Ofsted and made several serious additional allegations.

The team had taken the mother's complaint seriously at the time. But when Ofsted arrived for an unannounced inspection, no one knew why.

It Was All False. But It Was Still Stressful.

Once they were told the reason for the inspection, it didn't matter what they had or hadn't done; the responsibility was on the team to prove the allegations were unfounded. The stress was palpable, the pressure intense.

While continuing to run a busy setting, senior staff had to find the paperwork. The nursery had done everything right: notices were sent, policies followed, and communication had been clear.

"I knew we'd followed procedure, but I still had to dig through weeks of emails to show the evidence of how we'd handled her complaint.  Filing the information was outstanding, and I could have done without doing that on that day. Lesson learnt!"

Ofsted's Perspective: Be Inspection Ready: Be Proactive

Ofsted doesn't expect settings to avoid complaints; they happen in every organisation. What matters is how you respond. Are concerns properly recorded? Can you show your thinking, your actions, and your outcomes? Have you replied in writing to written concerns?

A strong audit trail demonstrates exemplary leadership and management. It tells a story of reflection, transparency, and accountability, all things Ofsted values highly.

Being Organised Is Also About Well-being

When complaints are poorly recorded or, as in this case, scattered across inboxes, the emotional toll grows. Tension. The feeling that things could spiral out of control.

With clear systems, leaders feel more in control. Managers make decisions with confidence. Staff feel supported. It's not just good practice it's a protective factor for your whole team, providing a sense of reassurance and confidence in your operations.

A Tool That Helps When You Need It Most

That's why On the Button's Complaints Feature was developed to support settings with secure, practical tools for recording and responding to concerns. It was suggested by an owner of a nursery group in Suffolk, and we immediately saw the value.

So when the unexpected happens, you're already prepared. This preparation not only empowers you, giving you the confidence to handle any situation that may arise, but it also provides a sense of relief, knowing that you have the right tools at your disposal.

On the Button enables practitioners to log what may seem petty to the staff but important to the parent: the lost toy (which usually turns up) or wet clothes sent home after water play, even though an apron was used.

The tool not only records complaints but also guides you through the response process, ensuring all necessary steps are taken and documented. It supports the well-being of practitioners managing family concerns, reassures parents, and ultimately maintains stability and harmony for the child. The records can also be used for quality assurance purposes; for example, if many children are having to be changed, those aprons might need replacing with something more waterproof.

➡️ Visit the website and check out the Snapshots to fully understand the benefits: www.weareonthebutton.com

AUTHORS:-  On the Button is developed by early years professionals at Quality Early Years — the creators of the UK's first dedicated software for Well-being, Safeguarding and Complaint Management in childcare. Built from hands-on experience in nurseries. The platform helps teams stay alert, accountable, and prepared to respond. Every missed sign puts a child's future at risk — is your team On the Button?

Built by professionals with frontline experience, On the Button is the UK's first specialist software designed to support early years safeguarding, EYFS complaint management, and early years well-being in a single, intuitive system. We help preschools, nurseries, and children's clubs stay compliant, accountable, and proactive in protecting children. Every detail matters when it comes to EYFS safeguarding.