Complaints Policy

We provide a high quality childcare service for all. If for any reason we fall short of this goal, we would like to be informed in order to amend our practice for the future.

Swindon Multisports keeps records of all complaints for at least three years.

 A summary of complaints is available for parents on request.

The Company Director, Kim Reeves, is responsible for dealing with all complaints. If however, the complaint is about the Company Director, the Marketing and Administration Manager will investigate the matter.

 Any complaints received about staff members will be recorded in an Incident Log and a Complaints Log will be completed.

Any complaints made will be dealt with in the following manner:

Stage One: A complaint made about aspects of Swindon Multisports Ltd or an individual coach:

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

Stage Two: If a complaint has been made and it is impossible to reach a satisfactory resolution informally, through discussion, the parent or carer should put their complaint in writing to the Company Director. The Company Director will:

• Acknowledge receipt of the letter within 7 days.
• Investigate the matter and notify the complainant of the outcome within 21 days.
• Send a full response in writing, to all relevant parties, including details of any recommended changes to be made to Swindon MultiSports Ltd practices or policies, as a result of the complaint.
• Meet relevant parties to discuss Swindon MultiSports Ltd response to the complaint, either together or on an individual basis.

Stage Three: A final meeting between the parent and the Company Director is held. The purpose of this meeting is to discuss the written response by Swindon MultiSports Ltd, to reach a resolution. A record of this meeting, including the decision on the action to be taken, is made. An agreed written record of the meeting is confirmed in writing by way of a letter to the complainant. This would signify that the procedure has concluded.

Complaints Policy Policy Ref: COMP Issue Number: 2 Date: April 2021 Review Date: April 2023

If child protection issues are raised, the Company Director will contact the Local Authority Designated Officer (LADO) and follow the procedures of the Safeguarding Policy. If a criminal act may have been committed, the Company Director will contact the police