How to raise a concern

Please speak to the session manager, email [COMPLAINTS_CONTACT], request a callback through [GENERAL CONTACT NUMBER], or write to [CORRESPONDENCE_ADDRESS]. Tell us what happened, when, who was involved and what outcome you would like. We will help you make a complaint verbally or in an accessible format; you do not have to write a formal legal letter. Children may complain directly or with someone they trust.

If a child may be at risk, use the Safeguarding Policy immediately. Safeguarding referrals are not delayed while a complaint is investigated. An emergency requires 999. You do not have to complain to the person whose actions concern you.

Our response standards

We aim to acknowledge ordinary complaints within three working days, identify the person handling them and provide a substantive response within ten working days. If more time is needed, we explain why, what remains to be done and the next response date; we provide updates at least every ten working days. These are club service targets, not a statement of universal legal deadlines.

We record the complaint, gather relevant evidence, listen fairly to those involved and restrict information to people who need it. We explain the findings, reasons, any remedy and what we will change. We do not promise absolute confidentiality where information must be shared to protect a child or meet a legal duty.

Review and independent handling

If you remain dissatisfied, request review by [INDEPENDENT_CONTACT]. That person must not have made the original decision or be the subject of the complaint. We aim to acknowledge the review within three working days and respond within a further ten, or explain a revised date. A complaint about the director must have a genuine alternative route established before launch.

There is no club deadline that automatically extinguishes a complaint or legal right. Raising a concern will not lead to retaliation against a child or family. Serious threats or abusive behaviour may require safer communication arrangements, but the substance of a complaint will still be considered.

Other routes

Data-protection complaints go to [PRIVACY_CONTACT]; they must be acknowledged within 30 days at the latest and investigated without undue delay. Individuals retain their right to approach the ICO. Child-protection concerns can go directly to children’s social care, the LADO or police as appropriate. Ofsted routes will be stated only in line with the club’s actual registration and the issue concerned; we do not imply Ofsted oversight that has not been confirmed. Consumer and court rights are unaffected.

We maintain a restricted complaints register, monitor themes and review any linked policy or training failure. Applicable regulator notification duties are checked immediately rather than waiting for our service-target deadlines.