We're all human, things sometimes go wrong. If that's the case, this article tells you how to notify us and get help
You can notify us that something has gone wrong by raising a service ticket in the Nursery Partner Hub.
If you haven't registered, you can simply self register here by creating a username and email, and we'll attach your account to your nursery
To create a new ticket, click the 'create support ticket' button at the top right of the screen.
You can create tickets under the following headings:
| Ticket Type | Examples |
| Food safety | Label error, physical contamination, ingredient error etc |
| Food quality | Dish is below your quality expectations |
| Damaged item | Item damaged in transit |
| Item not delivered | If it's not there and you can't find something you ordered |
| Substitution | You're not happy with a substituted dish |
| Service complaint | Billing issues, communication issues etc |
| Update my nursery information | Change of main contacts, new alarm codes etc |
| Positive feedback | Gratefully received :) |
| Negative feedback | Help us improve our service |
| Additional Item Order | Request additional items e.g. Groceries |
So that we can properly investigate and take action for Food Safety and Food Quality tickets, we require:
- Product name
- Use by date
- Lot number/ batch number
- Photo - of pack label and the problem with the dish. If the ticket is regarding a contaminant, like a fish bone, please take a photo of the contaminant alongside a ruler.
Once submitted your ticket will be allocated to a member of our team. You will be kept up to speed with any investigation and actions via email.
You can view the status of your service tickets here
Once resolved, our team will save the ticket as closed. Closed tickets remain available to view in the portal.