COMPLAINTS POLICY

At Achieve4All we aim to work in partnership with parents to deliver a high-quality service for everyone. If for any reason we fall short of this goal, we would like to be informed in order to amend our practices for the future. Records of all complaints are kept for at least three years. A summary of complaints is available for parents on request.

The regional manager is usually responsible for dealing with complaints. If the complaint is about the regional manager, the director will investigate the matter. Any complaints received about staff members will be recorded on an Incident log and a Complaints log will be completed. Any complaints made will be dealt with in the following manner:

Stage one

Complaints about aspects of the holiday provision activity:

• The lead coach will discuss the matter informally with the parent or carer concerned and aim to reach a satisfactory resolution.

Complaints about an individual staff member: 

• If appropriate the parent will be encouraged to discuss the matter with staff concerned.
• If the parent feels that this is not appropriate, the matter will be discussed with the lead coach, who will then discuss the complaint with the staff member and try to reach a satisfactory resolution.

Stage two

Complaints not resolved satisfactorily after discussion with the lead coach then this would go to the regional manager.

Complaints about aspects of the holiday provision activity:

• The regional manager will discuss the matter informally with the parent or carer concerned and aim to reach a satisfactory resolution.

Complaints about an individual staff member: 

• If appropriate the parent will be encouraged to discuss the matter with staff concerned.
• If the parent feels that this is not appropriate, the matter will be discussed with the lead coach, who will then discuss the complaint with the staff member and try to reach a satisfactory resolution.

Stage three

If it is impossible to reach a satisfactory resolution to the complaint through informal discussion, the parent or carer should put their complaint in writing to the director, by emailing info@achieve4all.co.uk The director will:

• Acknowledge receipt of the letter or email within 7 days.
• Investigate the matter and notify the complainant of the outcome within 28 days.
• Send a full response in writing, to all relevant parties, including details of any recommended changes to be made to Achieve4All’s practices or policies as a result of the complaint.
• Meet relevant parties to discuss Achieve4All’s response to the complaint, either together or on an individual basis.

If child protection issues are raised, the regional manager will refer the situation to the Designated Safeguarding Officer, who will then contact the Local Authority Designated Officer (LADO), if applicable, and follow the procedures of the Safeguarding Policy. If a criminal act may have been committed, the regional manager will contact the police. 

Making a complaint to Ofsted – for OFSTED registered services

Any parent or carer can submit a complaint to Ofsted about Achieve4All’s OFSTED registered at any time. Ofsted will consider and investigate all complaints. Ofsted’s address is: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD

Telephone: 0300 123 1231 (general enquiries)

0300 123 4666 (complaints)