At Inspired Martial Arts 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 manager 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 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 manager, 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 manager. The manager 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 the Club’s practices or policies as a result of the complaint.
- Meet relevant parties to discuss the Club’s response to the complaint, either together or on an individual basis.
If child protection issues are raised, the manager will refer the situation to the Club’s Child Protection Officer, who will then contact the Local Authority Designated Officer (LADO) and follow the procedures of the Club’s Safeguarding Policy. If a criminal act may have been committed, the manager will contact the police.
Complaints Procedure
Inspired Martial Arts are committed to providing a high-quality service to all our participants, children/young people and adults; parents/carers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. We have 28 days to consider your complaint.
What will happen next?
- We will send you a letter/email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our General Manager / Office Manager who will review your matter file and speak to the member of staff who acted for you.
- We will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, we will write to you to confirm what took place and any solutions s/he has agreed with you.
- If you do not want a meeting or it is not possible, please specify this in your initial letter. We will then send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to contact you.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.