Contact us

Whether you're new to PACEY or a long-standing member, there are several ways to get in touch or connect with us.

Head office

PACEY
Northside House
Third Floor
69 Tweedy Road
Bromley
Kent, BR1 3WA

0300 003 0005* | support@pacey.org.uk | Find us | Opening hours 

Membership and merchandise enquiries

0300 003 0005* | Opening hours

Training enquiries

Including access to online training and webinar access

0300 003 0005* | training@pacey.org.uk | Opening hours

Cymru (Wales) office

The Maltings
East Tyndall Street
Cardiff
CF24 5EZ

Telephone 02920 351407 (Wales calls only) | paceycymru@pacey.org.uk | Find us | Meet the team

Press enquiries

PACEY's press team can support journalists with case studies, quotes from our main spokespeople and information about childcare. Visit our media centre for more detail.

All press enquiries should go through the main switchboard on 0300 003 0005. | Opening hours

Social media

PACEY has social media accounts on Facebook, Twitter, InstagramPinterest and LinkedIn. Find out more about PACEY's social media including links to our social media accounts in Wales.

Privacy settings

You can update your privacy settings to control how we communicate with you. 

What to expect when you contact us by telephone

We are committed to:

  • Being available to answer your calls between the hours of 10am and 3.30pm Monday to Friday (excluding public holidays and the Christmas period).
  • Returning telephone calls/telephone messages within one working day.
  • Providing you with the appropriate information you require.
  • Providing you with contact name and telephone number of another service contact if PACEY is not the correct organisation for dealing with your enquiry.

If we are unable to deal with your enquiry at the time you call, we will take your details and call you back within two working days.

What to expect when you contact us by letter or email

We are committed to:

  • Acknowledging your correspondence within 48 hours of receipt
  • Giving you a name and any reference number which may be relevant
  • Using clear, unambiguous language in our response to you.

Interruptions to service

In the event of any interruptions in service, customers will be informed where possible via a message on www.pacey.org.uk and updates on social media channels as appropriate.

Complaints, including insurance complaints

If you are not happy with our service for any reason, please contact us in the first instance on 0300 003 0005. Often issues can be resolved in this way but if you are still not happy you may want to make a formal complaint. We will respond to written complaints within 20 working days of receipt. 

If your current membership is valid from on or after 1 April 2022

Making a complaint about your PACEY membership 

If you’re not happy about any of our services, or the way you have been dealt with by our staff or volunteers, please let us know so that we can apologise, try to put things right and, if necessary, make changes to the way we work. 

PACEY will consider complaints submitted in writing about: 

  • the quality of any PACEY services, excluding PACEY Practitioner Insurance*, arranged and administered by Morton Michel and underwritten by QBE UK Limited.
  • the way in which PACEY services are provided 
  • issues relating to PACEY membership. 

Please email complaints@pacey.org.uk to make a complaint. Please include a description of the complaint, including relevant detail to help us to investigate your concerns. Please also include your name and contact details and, if applicable, your PACEY membership number. Please also state whether you have already spoken to a member of PACEY staff about the issue. 

How we deal with complaints 

PACEY takes all complaints seriously. We aim to deal with them openly and quickly and learn from them to improve our services. We will respond to any written complaint sent to us within 20 working days of receiving it (unless the complaint is about insurance, or legal - see below). If it is not possible to give you a full reply within this time, we will contact you explaining the delay and letting you know when you can expect a full response. If, after receiving our response, you are not happy with how we have dealt with your complaint, you can ask for the matter to be reviewed by a PACEY senior manager from another department or region. 

Other complaints 

You can also call PACEY’s membership line on 0300 003 0005 for advice on where to direct any complaints about: 

  • the quality of childcare provided by registered providers 
  • children’s welfare 
  • individual providers’ business affairs 
  • the work of other organisations 
  • issues not directly related to childcare that are outside PACEY’s remit to investigate. 

Making a complaint about your PACEY Practitioner Insurance

PACEY and Morton Michel aim to provide you with a first-class service. If we have not delivered the service that you expect or you are concerned with the service provided, we would like the opportunity to put things right. 

If you have a complaint about any of the cover provided as part of your PACEY Practitioner Insurance, please contact Morton Michel directly to raise your concerns and their complaints procedure will then apply. Click here to review the complaints procedure.

You may raise your complaint in person or by telephone or in writing using the contact information stated in your insurance documentation or email complaints@mortonmichel.com

Morton Michel will promptly acknowledge your complaint and will try to resolve your complaint at that stage. Where this is not practicable, we will write to you within 5 working days informing you whether further investigation is necessary. 

If the complaint has not been resolved within 4 weeks of receipt, we will write to you with an update. 

If following our investigation and response to you, you are not satisfied with the outcome or we do not complete our investigation within 8 weeks, you may be eligible to contact the Financial Ombudsman Services (FOS). If so, details of this will be provided to you in our response. 

If you are dissatisfied with the outcome, you may be able to refer your complaint to the Financial Ombudsman Service (FOS), free of charge – but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances, for example if the Ombudsman believes that the delay was as a result of exceptional circumstances. 

Their contact details are shown below and we will include a copy of the FOS leaflet with our final response letter. 

Financial Ombudsman Service 
Exchange Tower 
Harbour Exchange Square 
London 
E14 9SR 

Tel: 0800 023 4567 or 0300 123 9123 
www.financial-ombudsman.org.uk 

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at  http://ec.europa.eu/consumers/odr/ 


* Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and count towards any inclusive minutes in the same way as 01 and 02 calls. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone.