Complaints Procedure Policy
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Contact: [email protected] | +44 7361 594569
Policy Date: 4 January 2025
Review Date: 4 January 2026
Signed by: Denver
Creative IQ is committed to providing a high-quality service to children and families. We welcome feedback and take all complaints seriously.
Aims:
- Ensure complaints are handled fairly and promptly.
- Resolve concerns at the earliest opportunity.
- Maintain trust in the integrity of our service.
Scope:
Applies to all complaints from parents, carers, school staff, or the public, including:
- Staff conduct
- Session quality
- Safety procedures
- Behaviour management
- Equipment or facilities
Safeguarding concerns are handled under our Safeguarding Policy.
Informal Stage:
- Raise concerns with the Lead Instructor or Club Manager on-site or via email/phone.
- Aim to resolve within 5 working days.
Formal Stage:
Submit written complaints to the Club Manager or Director with:
- Your name/contact info
- Details of the complaint and dates
- Steps already taken
- Desired resolution
Formal complaints will be acknowledged in 3 working days and responded to within 10.
Appeal Stage:
- If unsatisfied, submit an appeal within 10 days.
- Reviewed by a senior team member not previously involved.
- Final outcome within 15 working days.
Monitoring:
- A confidential log is kept.
- Complaints are used for staff reflection and programme improvements.
Unreasonable Complaints:
- Communication may be limited for complaints that are repetitive, abusive, or lacking new evidence.
Policy Review:
- Reviewed annually or in line with new guidance or feedback.