Complaints Procedure

Informal procedure for raising a concern
  • Stage 1

    If a parent has a complaint or a concern then they should start by speaking with the Head of Education at the centre or the Centre Manager. The best time to have a brief conversation is when collecting your child from the centre. Whilst this is not the most appropriate time to have a private discussion, it gives parents an opportunity to raise any concerns briefly and then to arrange a suitable meeting date and time if necessary.

    Stage 2

    If this approach is not appropriate and if the concern is about the staff member who is the Head of Education or centre manager, or if the meeting fails to resolve the concern, the parent should then arrange to meet with a senior member of the management team – this person would usually be the Office Manager.

    Stage 3

    If this fails to resolve the concern or complaint, then it should be escalated with the Project Manager.

    Parents can make an appointment via the office anytime. When the request for an appointment is made, the reception staff at the office will ask for some background information to allow the Project Manager to prepare for the meeting to ensure a successful outcome wherever possible.

    Throughout the above stages, all members of staff with whom the concern has been discussed will keep a brief written record of any conversation or meetings with parents relating to specific concerns, so these can be referred to, if the need arises.

    Stage 4 – Official Complaints procedure – Informal Stage

    If at the end of this process, the parent feels that the concern has still not been resolved to their satisfaction, they should consult the centre’s official Complaints Procedure (available from the office) and follow the steps outlined in the Informal Stage.

Call us now

Raising Explorers, Carlisle Business Centre, Carlisle Road, BD8, 8BD

01274 493 034
Contact Us