Bright Horizons, which runs more than 300 nurseries in the UK, said in a statement: “As a provider, we take parent concerns seriously and actively encourage parental feedback. We have a number of ways of supporting any concerns that are raised, including a separate complaints team.
“If a parent raises a concern at nursery level and they are not happy with how it has been resolved, we encourage them to escalate in accordance with our complaints’ procedure. When parents do escalate concerns, we work with them to investigate the complaint and resolve it whenever we can.”
Bright Horizons said it could not comment on individual cases, but added: “The feedback that parents and their lawyers have shared via the media is concerning to us. If concerns were raised and they were not acted on appropriately this is clearly not acceptable.
“We encourage parents to share details of all concerns raised, including how and when they were raised, as part of the Child Safeguarding Practice Review.”
An Ofsted spokesperson said it was made aware that Chan had been suspended on suspicion of cruelty in May 2024, and visited the nursery in August 2024.
“We returned to the nursery to conduct a full inspection in May 2025, when the management team at the nursery had changed. We found the nursery to be Good.
“At the time of this inspection, police inquiries had not concluded. The full nature of the allegations against Vincent Chan did not emerge until September 2025, which was after the nursery had resigned its registration. We are currently undertaking a review of our work in connection with this nursery.”
A Camden Council spokesperson said it was participating in the independent Local Child Safeguarding Practice Review. It added: “We will continue to support parents, carers and their children, and strengthen safeguarding across our community as this vital work moves forward.”