complaints policy

Creative Corner After School Club is committed to providing a high-quality service for all children, parents, carers, and staff. We value feedback and take complaints seriously, using them as an opportunity to learn and improve our services. 

The purpose of this policy is to: 

• Provide a clear and transparent process for raising and handling complaints. 

• Ensure all complaints are handled fairly, consistently, and promptly. 

• Protect the rights and wellbeing of children, parents, carers, and staff. 

Complaints may be made by: 

• Parents or carers of children attending the club. 

• Staff members, volunteers, or students. 

• Other individuals who have a legitimate interest in the club's operations. 

Complaints can be made verbally or in writing to any member of staff. If a complaint is made verbally, it will be recorded in writing by the staff member receiving the complaint. 

1. Initial Discussion: 

o Speak with a member of staff to express concerns. 

o Staff will listen, record details, and attempt to resolve the issue promptly. 

2. Resolution: o

 If the issue is resolved satisfactorily, no further action is necessary. 

o A record of the complaint and its resolution will be maintained. 

If a complaint is not resolved informally, the following formal procedure applies: 

1. Written Complaint: 

o Submit the complaint in writing to the Manager of Childcare Services.

o Include relevant details: nature of the complaint, dates, times, people involved, and desired outcome. 

2. Acknowledgement: 

o The complaint will be acknowledged within five working days. 

3. Investigation: 

o An investigation will be conducted by the Manager or a designated senior staff member. 

o All parties involved will have an opportunity to provide information. 

4. Outcome: 

o A written response will be provided within 15 working days outlining the investigation findings and any actions taken. 

5. Appeal: 

o If unsatisfied with the outcome, the complainant may appeal to the Club’s Management Committee. 

o The committee will review the complaint and investigation process. 

o A final decision will be communicated within 10 working days of receiving the appeal. 

If the complaint relates to a safeguarding issue or remains unresolved after following the above procedures, individuals can contact: 

• Ofsted: 

o Address: Ofsted, Piccadilly Gate, 26-32 Store Street, Manchester M1 2WD 

o Telephone: 0300 123 1231 

All complaints will be handled confidentially, and information will only be shared with those directly involved in resolving the issue. Records will be maintained securely. 

 Creative Corner After School Club reviews all complaints regularly to identify patterns or areas for improvement. This policy is reviewed annually and updated as necessary.