Complaints Policy

At Ignite Sport & Physical Education Ltd, we aim to work in partnership with parents, carers, schools and other stakeholders to deliver high-quality childcare and enrichment services. If we fall short of this goal, we welcome feedback so we can improve. All complaints are recorded and kept for at least three years.

Tom Monks is usually responsible for managing complaints. If the complaint concerns Tom Monks, it will be handled by another senior staff member. All complaints about staff are logged and investigated appropriately.

 

Stage One:

Complaints about Ignite Sport provision:

  • Tom Monks will speak with the parent or carer to resolve the issue informally.

Complaints about Ignite Sport staff member:

  • If appropriate, the parent may speak directly with the staff member.

  • If not appropriate, Tom Monks will speak with both parties to reach a resolution.

 

Stage Two:

If informal resolution isn’t successful, the parent or carer should submit a written complaint to Tom Monks who will:

  • Acknowledge receipt within 7 days

  • Investigate and respond within 28 days

  • Provide a written outcome to all relevant parties, including any recommended changes to club policies or practices

  • Offer a meeting to discuss the response, either individually or with all parties present

If the complaint raises child protection concerns:

  • The club leader will refer the issue to the Designated Safeguarding Lead (DSL)

  • The DSL will contact the Local Authority and follow safeguarding procedures

  • If a criminal act may have occurred, Ignite Sport & Physical Education Ltd will contact the police