Compliments and complaints

We aim to give all our stakeholders - childcarers, families, local authorities, colleges and other support agencies - the highest standards of service. We welcome feedback on all aspects of our work as it is invaluable in helping us evaluate and improve what we do.

Compliments, suggestions and any other general comments can be made online, by email to, or over the phone on 0300 003 0005.

Making a complaint

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, including public liability insurance or employers' liability insurance* or legal assistance**
  • the way in which PACEY services are provided
  • issues relating to PACEY membership.

Please email 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.

*Handling of Complaints relating to Insurance Sales

PACEY and Royal & Sun Alliance Insurance plc 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 your public liability insurance or employers' liability insurance, please contact PACEY to raise your concerns and we will seek to resolve these as soon as possible.

If PACEY believes that it cannot resolve your complaint without the involvement of Royal & Sun Alliance Insurance plc or there is any query relating to the complaint, PACEY will pass your complaint to their nominated contact at Royal & Sun Alliance plc within 24 hours. The complaints procedure of Royal & Sun Alliance insurance plc will then apply. This is available upon request.

If your complaint is against Royal & Sun Alliance Insurance plc alone or you are not satisfied with the way in which PACEY has dealt with your complaint, you may write to the Customer Relations Office at Royal & Sun Alliance Insurance plc:  

Bowling Mill
Dean Clough Industrial Park
Halifax HX3 5WA
Tel: 0800 1076160 
Fax: 01422 325146

A separate investigation will then be carried out in an attempt to resolve your complaint and a final response issued. However, if resolution is not possible they will issue a response within eight weeks of your original complaint.

**Making a complaint under your Legal Expenses policy

PACEY members have access to legal assistance which is provided by Arc Legal Assistance Ltd.

Arc’s aim is to get it right, first time, every time. If Arc makes a mistake, they will try to put it right straightaway.

If you are unhappy with the service that has been provided, you should contact Arc at the address below. Arc will always confirm to you, within five working days, that they have received your complaint. Within four weeks you will receive either a final response or an explanation of why the complaint has not been resolved, plus an indication of when you will receive a final response.

Within eight weeks you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when you will receive a final response. After eight weeks, if you are unhappy with the delay, you may refer your complaint to the Financial Ombudsman Service. You can also refer to the Financial Ombudsman Service if you cannot settle your complaint with Arc or before they have investigated the complaint if both parties agree.

Arc Legal Assistance Ltd
PO Box 8921
Tel: 01206 615000

The Financial Ombudsman Service

Financial Ombudsman Service
Exchange Tower
E14 9SR                   
Tel: 08000 234 567