Complaints Procedure

We aim to provide a safe, warm and caring environment within which all of our children can develop as they play. Our intention is to work in partnership with parents and the community in general and we welcome suggestions on how to improve our group at any time.

Stage One

If a parent/carer has a complaint about some aspect of the club’s activity, or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned. The club is committed to open and regular dialogue with parents/carers and the club welcomes comments on its services, regardless of whether they are positive or negative.

In the first instance, parents/carers are encouraged to speak directly to the relevant member of staff, if deemed appropriate. If not, the Manager should be approached and they will try to resolve the problem. If a satisfactory resolution cannot be found, then stage two of the procedure will formally come into operation.

Stage Two

If informal discussions of a complaint or problem have not produced a satisfactory resolution to the situation, parents/carers should put their complaint in detail and in writing to the Manager. Relevant names, dates, evidence and any other important information on the nature of the complaint should be included.

The club will acknowledge receipt of the complaint as soon as possible-within five working days and the complaint will be fully investigate within 15 working days. If there is any delay, the club will advice the parent/carer of this and offer an explanation. The Manager will be responsible for sending to the parent/carer a full and formal response to the complaint

If the Manager has good reason to believe that the situation has Safeguarding implications, the local social services department will be contacted, according to the procedure as set out in the Club’s Safeguarding Policy. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then the police will be informed.

The formal response to the complaint from the club will be sent to the parent/carer concerned and copied to all relevant members of staff if appropriate. The response will include recommendations for dealing with the complaint and for any amendments to the club’s policies and procedures emerging from the investigation.

The Manager will arrange a time to meet the parent/carer concerned and any other relevant individuals, such as members of staff, to discuss the complaint and the club’s response to it. The Manager will judge if it is best for all parties to meet together or if individual meetings are more appropriate.

Stage Three

If at the conclusion of this process parents/carers remain dissatisfied with the response they have received, the original complaint along with the Club’s response to the complaint will be passed to Ofsted who will adjudicate the case.

Making a Complaint to Ofsted

Any parent/carer can, at any time, submit a complaint to Ofsted about any aspect of Registered Childcare Provision. Ofsted will consider and investigate all complaints received.

Piccadilly Gate Store Street Manchester
M1 2WD
Tel 0300 123 1231

Alternatively, you can email

All complaints will be recorded and kept in the clubs complaints record file.