Date initiated: 1st April 2026

Full review: annually

Procedural Aims

We aim to work in partnership with parents and carers to deliver a high quality service for everyone. If for any reason we fall short of this goal, we would like to be informed in order to amend our practices in the future. Our complaints policy is displayed on the premises and is available for parents on request.

Responsible people and the process

The manager is usually responsible for dealing with complaints. If the complaint is about the manager, the registered person or other senior member of staff will investigate the matter. Any complaints received about staff members will be recorded on the electronic Complaints reporting log. Any complaints made will be dealt with in the following manner:

Stage one

Complaints about aspects of club activity:

● The manager will discuss the matter informally with the parents or carer concerned and aim to reach a satisfactory resolution.

Complaints about an individual staff member:

● If appropriate the parent will be encouraged to discuss the matter with staff concerned.

● If the parent or manager feels that this is not appropriate, the matter will be discussed with the manager, who will discuss the complaint with the staff member and try to reach satisfactory resolution.

Stage two

If it is impossible to reach a satisfactory resolution to a complaint through informal discussion, the parent or carer should put their complaint in writing to the manager or by completing the Complaints reporting log. The manager will:

● Acknowledge receipt of the letter within 7 days.

● Investigate the matter and notify the complainant of the outcome within 28 days.

● Send a full response in writing, to all relevant parties, including details of any recommended changes to be made to the club’s practices or policies as result of the complaint.

● Meet relevant parties to discuss the club’s response to the complaint, either together or on an individual basis.

If child protection issues are raised, the manager will refer the situation to the company’s Child Protection Officer (CPO Spencer Davies), who will then contact the local authority designated office (LADO) and follow the procedures of the Safeguarding Policy. If a criminal act may have been committed, the manager will contact the police.

Making a complaint to Ofsted

Any parent or carer can submit a complaint to Ofsted at any time. Ofsted will consider and investigate all complaints. Ofsted’s address is: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD

Telephone: 0300 123 1237 (general enquiries) 0300 123 4666 (complaints)

Initiated and passed by Spencer Davies, DSL, CPO, and Company Director

1st April 2026