Complaints Policy

At Fitt4kids we aim to work in partnership with parents to deliver a high quality childcare  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. Our complaints policy is displayed on the premises  at all times. Records of all complaints are kept for at least three years. A summary of complaints  is available for parents on request. 

The Course lead coach is usually responsible for dealing with complaints. If the complaint is  about the manager, the registered person or other senior member of staff 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 Club activity: 

• The Course 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 course  lead coach, who will then discuss the complaint with the staff member and try to reach a  satisfactory resolution. 

Stage two 

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. The Director will: • Acknowledge receipt of the letter 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 Fitt4kids practices or policies as a result of the complaint. • Meet relevant parties to discuss Fitt4kids response to the complaint, either together or on an  individual basis. 

If child protection issues are raised, the manager will refer the situation to Fitt4kids Child  Protection Officer, who will then contact the Local Authority Designated Officer (LADO) and  follow the procedures of the Safeguarding Children Policy. If a criminal act may have been  committed, the manager will contact the police.  

Making a complaint to Ofsted 

Any parent or carer can submit a complaint to Ofsted about Fitt4kids 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) 

Written in accordance with the Statutory Framework for the Early Years Foundation Stage (2021): Safeguarding and Welfare Requirements: Complaints [3.75-3.76].