FOOTBELLAS COMPLAINTS POLICY
At Footbellas we aim to work in partnership with parents/guardians and schools to deliver a high quality 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 available on our website www.footbellas.com and by request via email at footbellas@gmail.com.
Complaints may be received in person, by phone, by email or in writing. Records of all complaints are kept for at least three years. A summary of complaints is available for parents on request.
The company directors are responsible for dealing with complaints. If the complaint is about one of the directors, the matter will be investigated by the other director. 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 the Club activity:
● A company director 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 the staff concerned.
● If the parent feels that this is not appropriate, the matter will be discussed with a company director, 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 or by email to the company directors for further investigation. A company director will:
● Acknowledge receipt of the email within 24 hours or 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, a company director 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 Safeguarding Children Policy. If a criminal act may have been committed, a company director will contact the police.
This policy is the responsibility of: Footbellas Ltd
Date: May 2021
To be reviewed: every 6 months
Signed by: Rachel Payton and Rebecca Orlando
FOOTBELLAS COMPLAINTS PROCEDURE
If possible, in the first instance please speak to one of the company directors at the after-school club or holiday camp your child attends. They will endeavour to resolve the issue on site. If they are unable to resolve the issue on site, they will revert back to you within 24 hours by phone (or email if you have requested).
If you would prefer to raise a complaint by email, or you do not feel your verbal complaint has been resolved, please email footbellas@gmail.com and we will respond within 24 hours. If you are reporting an incident please include as much information aspossible (such as names of the people involved, date of incident and location).