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Complaints Procedure

The Trust aims to provide the highest quality service for all our users. We aim to be welcoming to each individual child and family and to provide a warm and caring environment within which all users can engage. From time to time problems may arise and if you do wish to make a complaint about anything that happens within the Trust, there is a procedure for you to use.

Making concerns known

  • Any user who is not happy with any aspect of the Trusts provision can approach any member of staff about this. Usually this will be, in the first instance, the child’s key person. Thereafter a parent who is uneasy about any aspect of the Trusts’ provision should talk over any worries with one of the leadership team. We hope that nearly all matters can be resolved in a friendly discussion. This will be recorded in our Complaints / Comments file.
  • If this does not have a satisfactory outcome or if the concern reoccurs the user should then put their concerns or complaint in writing and request a meeting with the Managing Director/Director and the Chairperson of the Quaggy Development Trust. Both parent and the Centre Manager can have a friend or partner present if required and an agreed written record of the discussion should be made.
  • Following the meeting the Trustees will write to you explaining their decision, the reasons for it and giving details of any action taken or recommendations made by the trustees.
  • If you are still not happy with the response then you can contact OFSTED (Complaints & Enforcement) on 0300 123 1231

 

We believe that most complaints are made constructively and can be resolved at an early stage. We also believe that it is in the best interests of the parent/carers, users and the Centre that complaints should be taken seriously and dealt with fairly and in a way which respects confidentiality.