Complaints Procedure

Oxford Active believes that children and parents are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of staff. If this does not achieve the desired result, we have a set of procedures for dealing with concerns.
Under normal circumstances, the Playleader will be responsible for managing complaints. If a complaint is made against the Playleader, the Playleader’s Manager will conduct the investigation.
Our Complaints Procedure is as follows:
Making a complaint
Stage 1
• Any parent who has a concern about an aspect of the Club’s provision should first of all talk about his/her concerns with the Playleader.
• Most complaints should be resolved amicably and informally at this stage.
Stage 2
• If this does not have a satisfactory outcome, the parent should put the concerns or complaint in writing to the Playleader and his/her Manager.
• The Club will acknowledge receipt of the complaint as soon as possible and the parent/carer will be sent a full and formal response to the complaint within 28 days.
• When the investigation into the complaint is completed, the Playleader or his/her Manager meets with the parent to discuss the outcome and summary details are logged in the Complaints Summary Log.
Stage 3
• If the parent is not satisfied with the outcome of the investigation, he or she should request a meeting with the Playleader and his/her Manager. The parent should have a friend or partner present if required and the Playleader should have the support of his/her manager present.
• An agreed written record of the discussion is made as well as any decision or action to take as a result. When the complaint is resolved at this stage, the summary details are logged in the Complaints Summary Log.

Stage 4
• If at the Stage 3 meeting the parent and Club cannot reach agreement, an external mediator is invited to help to settle the complaint.
• The mediator should keep all discussion confidential. The mediator will keep an agreed written record of any meetings that are held and of any advice s/he gives.
Stage 5
• When the mediator has concluded her/his investigations, a final meeting between the parent, the Playleader and his/her Manager is held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator’s advice is used to reach this conclusion. The mediator is present at the meeting if all parties think this will help a decision to be reached.
• A record of this meeting, including the decision on the action to be taken, is made. This signed record signifies that the procedure has concluded.

The role of the Office for Standards in Education, Children’s Services and Skills (Ofsted) and the Local Safeguarding Children Board.
• Parents may approach Ofsted directly at any stage of this complaints procedure. In addition, where there appears to be a breach of the Club’s registration requirements, it is essential to involve Ofsted as the regulatory body.
• Ofsted can be contacted on 08456 404040 or write to them at: Ofsted, The Royal Exchange Buildings, St Ann’s Square, Manchester, M2 7LA. Or visit their website www.ofsted.gov.uk
• If a child appears to be at risk, our Club follows the procedures of the Local Safeguarding Children Board.
• In these cases, both the parent and Club are informed (unless the procedures above indicate otherwise) and the Club Playleader works with Ofsted and/or the County Council’s Children and Families Assessment Team to ensure a proper investigation of the complaint, followed by appropriate action.
Records
• A record of complaints against our Club and/or the children and/or the adults working in our Club is kept, including the date, the circumstances of the complaint and how the complaint was managed.
• The outcome of all complaints is recorded in the Complaints Summary Log which is available for parents and inspectors on request.