NDNA Customer Charter

NDNA Customer Charter – Our commitment to our service users

NDNA Vision

For all children and families to flourish through high quality early childhood education and care.

NDNA Mission

To lead and empower the sector so that nurseries and the early years workforce deliver sustainable, high quality early childhood education and care.

National Day Nurseries Association (NDNA) is the membership association and national charity representing day nurseries across the UK and internationally. We are the voice of the 21,000-strong nursery sector, an integral part of the lives of more than a million young children and their families. We provide information, training and advice to support nurseries and the 250,000 people who work in them to deliver world-class early learning and childcare.

Throughout all our services we will;

  • Be friendly, approachable and professional 
  • Respond quickly and efficiently to requests for service 
  • Answer telephones within five rings where possible 
  • Respond to telephone voice messages within 72 hours 
  • Respond promptly to all enquiries about our products and services 
  • Aim to continually improve our services 
  • Reply promptly to customer complaints and concerns.

Your responsibility to us

In return, you are responsible for;

  • Behaving in a way that shows respect to all our staff.

How you can help us improve

NDNA is committed to providing first class customer service to members, parents, partners and other stakeholders. We therefore welcome any comments, both where we have done well and where we could have done better. We record and learn from compliments and complaints as part of our commitment to continuous improvement.


What will happen?

  1. We will acknowledge, in writing or by telephone, receipt of your complaint within two working days, unless we can resolve it within that time.
  2. We will tell you the name of the person who is dealing with your complaint 
  3. Your complaint will be passed to the relevant manager. You will receive a reply in writing within 10 working days
  4. We will keep you informed regarding the progress of the complaint. You will receive an apology if we have made a mistake
  5. If we were at fault, you will be informed what measures are being taken to put things right
  6. If you remain dissatisfied please inform us; the matter will be dealt with by the Chief Executive. You will receive an acknowledgement within five working days and a full and clear reply within 10 working days
  7. If you remain dissatisfied you may appeal to NDNA’s board of trustees. The appeal will be considered at the next scheduled board meeting and you will receive a final response within five working days of the meeting
  8. Wherever possible, please send us your compliment or complaint in writing by post, fax or email.

If you would like to make a complaint please contact us on 01484 40 70 70 or send an email to us.

Compliments and complaints can be made to

NDNA Head Office

National Early Years Enterprise Centre, Longbow Close, Huddersfield, HD2 1GQ tel: 01484 407070  fax: 01484 407060  email: [email protected]

NDNA Cymru

3 Connaught House, Riverside Business Park, Benarth Road, Conwy, LL32 8UB 

tel: 01824 707823  fax: 01824 707824  email: [email protected]

NDNA Scotland

The Mansfield Traquair Centre, 15 Mansfield Place, Edinburgh, EH3 6BB 

tel: 0131 5166967 email: [email protected]

You can also give your feedback in person at any of our offices. Please make your complaint or pass on your compliment to the relevant director of the department.

Our departments are:

Policy and External Relations, Business Development, Quality and Training and Finance and Support Services

If you are unsure about who to contact, please contact the National Membership Manager on the head office number above.

Customer feedback form

NDNA is committed to providing a high-quality customer service to members, parents, partners and other stakeholders. We therefore welcome any feedback to help us continually improve our service.

Please use our contact form here if there are any comments you would like to make.