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Complaints Procedure Policy

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Adopted: 4th January 2025
Next Review Due: 4th January 2026

1. Policy Statement

Holiday Camp is committed to delivering a high-quality experience for every child and family. We value feedback and view all complaints as an opportunity to learn, improve, and resolve issues promptly and fairly.


This procedure outlines how parents, guardians, or stakeholders can raise concerns about our service, and how these concerns will be addressed.

2. What Is a Complaint?

A complaint is defined as:

  • Dissatisfaction with any aspect of the Holiday Camp experience
  • Concerns about a child’s welfare or treatment
  • Issues relating to facilities, communication, or staff conduct

We encourage open, respectful dialogue and are committed to addressing all issues seriously and promptly.

3. How to Make a Complaint

3.1 Informal Stage (Stage 1)

  • Most issues can be resolved quickly by speaking directly with the Site Lead or a senior staff member during camp hours.
  • You may also email your concern to [email protected]
  • We aim to acknowledge and resolve informal complaints within 3 working days.

3.2 Formal Stage (Stage 2)

  • If your concern is not resolved informally, you may escalate it in writing to the Director.

Please include:

  • Full name
  • Contact details
  • Child’s name and camp location
  • Nature of the complaint
  • Desired resolution (if any)

Send to: [email protected] with the subject line: Formal Complaint – [Your Name] We aim to:

  • Acknowledge receipt within 3 working days
  • Investigate and respond in full within 10 working days
  • Provide updates if the investigation takes longer

4. Next Steps (Stage 3)

If you remain dissatisfied after the formal response, your case may be referred to a neutral senior representative not previously involved.


They will review the case and issue a final decision within 10 working days of receiving the escalation.

5. Safeguarding-Related Concerns

If your complaint relates to safeguarding or child protection, it will be handled in accordance with our Safeguarding Policy and may be referred to relevant external authorities (e.g. local safeguarding team, Ofsted, police).

6. Confidentiality

  • All complaints are handled with discretion and in line with GDPR and data protection regulations.
  • We will not share personal details beyond those who need them to investigate and respond appropriately.

7. Record Keeping

  • A written log is maintained for all formal complaints.
  • This includes: dates, summary of the issue, outcome, and any follow-up actions taken.

8. Continuous Improvement

All feedback and complaints are reviewed regularly to:

  • Identify patterns
  • Improve staff training
  • Enhance service delivery
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EMAIL:

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CONTACT:

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