Complaints Procedure

1️⃣ How to Raise a Concern

If you have a complaint or concern, follow these steps:

Stage 1: Speak to the Manager

✔ Parents should first speak with the Head of Services or Centre Manager at pick-up time to briefly raise their concern.
✔ If needed, a private meeting can be arranged at a more convenient time.

Stage 2: Escalate to Senior Management

✔ If the issue is not resolved or involves the Centre Manager, parents can request a meeting with a Senior Member of Management.

Stage 3: Escalate to the Project Manager

✔ If the concern remains unresolved, parents can request an appointment with the Project Manager via the office.
✔ The office will ask for background details to help prepare for the meeting.
✔ All discussions will be recorded to track the progress of the complaint.

2️⃣ Formal Complaints Process

Stage 4: Submit a Formal Complaint

✔ If informal discussions do not resolve the issue, parents should follow the official Complaints Procedure, available from the office.
✔ The manager will acknowledge the written complaint within 7 days.
✔ A full investigation will be conducted, and parents will receive a written response within 28 days.

What Happens Next?

✔ If the complaint leads to necessary changes, we will update our policies or practices accordingly.
✔ If the issue involves child protection concerns, it will be escalated to the Local Authority Designated Officer (LADO) or the police, following our Safeguarding Policy.

3️⃣ Making a Complaint to Ofsted

If you are not satisfied with the outcome, you can contact Ofsted directly.

📍 Ofsted Address:
Piccadilly Gate, Store Street, Manchester, M1 2WD

📞 General Enquiries: 0300 123 1231
📞 Complaints: 0300 123 4666

Final Thoughts

We value feedback and are committed to resolving concerns professionally and fairly. Please don’t hesitate to reach out so we can work together to ensure the best experience for your child.