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

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

0300 003 0005* | | Feedback form | 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* | | Opening hours

Cymru (Wales) office

The Maltings
East Tyndall Street
CF24 5EZ

Telephone 02920 351407 | | 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 9.00am and 5.00pm 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 and updates on social media channels as appropriate.


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. Find out more about making a complaint  and associated guidance.

We will respond to written complaints within 20 working days of receipt.   

Insurance complaints

We work together with Childcare Insurance Services (CIS) to ensure that any complaints relating to insurance sales are dealt with appropriately. View the complaints process or find out more about the purchase of insurance here.

* 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.