COMPLAINTS PROCEDURE

We aim to provide a high quality, efficient and accessible service to parents/guardians and children. However from time to time a parent/guardian or child may feel that they have a complaint against some aspect of our business or an individual member of staff. We welcome all feedback and give our assurances that all complaints will be fully investigated.

If a parent/guardian has an issue either involving an individual child or the provision as a whole they can do the following: –

Stage 1

The parent/guardian should contact the Camp Manager. If a parent/guardian feels unable to deal with the matter in this way they are welcome to contact the Managing Director directly.

It is anticipated that most issues should be resolved at this stage.

Stage 2

If the Camp Manager is unable to resolve the complaint fully then they will escalate it to the Managing Director who will personally ensure that the issue is dealt with appropriately and resolved. The receipt of the complaint will be acknowledged within 24 hours.

The complainant will be informed of the outcome within 28 days of the initial contact.

Stage 3

If appropriate a meeting may be organised between the complainant, any staff member involved and members of the management. An agreed written record of the discussion will be made.

Stage 4

In the event that the matter remains unresolved the Director will inform the parents/guardians that they are able to make a formal complaint to OFSTED Early Years who regulate Out-of-School Childcare.