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 early years workforce to deliver world-class early childhood education and care.

Throughout all our services we will;

  • Be friendly, approachable and professional
  • Respond quickly and efficiently to requests for service
  • Endeavour to answer all calls as quickly as possible (within working hours: 9am to 5pm Monday to Friday)
  • Respond to telephone voice messages within 72 hours where possible
  • 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 a high quality 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 escalated to the Director. 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 or email.

Compliments and complaints can be made to:

NDNA Head Office
National Early Years Enterprise Centre, Longbow Close, Huddersfield, HD2 1GQ                       

tel: 01484 407070  email: [email protected]   

NDNA Cymru
3 Connaught House, Riverside Business Park, Benarth Road, Conwy LL32 8UB
tel: 01824 707823  email: [email protected]    

NDNA Scotland
The Mansfield Traquair Centre, 15 Mansfield Place, Edinburgh, EH3 6BB
tel: 0131 5166967 email: [email protected]   

Please make your complaint or pass on your compliment to the relevant director of the department.

Our departments are:

Policy & Communications, Business Development, Quality & Training, IT, and  Finance & Support Services If you are unsure about who to contact, please contact the Membership Services Manager on the head office number above.

Please email the team here if there are any comments you would like to make.

Approved by NDNA board March 2024