Adventure Camps aims to work in partnership with parents and carers 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 so that we can amend our practices for the future.
Our Complaints Policy is available at all times. Records of all complaints are kept for at least three years.
A summary of complaints is available for parents on request.
Responsibility #
The Camp Manager is usually responsible for dealing with complaints. If the complaint concerns the Manager,
the Registered Person or a 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.
All complaints will be dealt with in the following manner:
Stage One – Informal Resolution
Complaints about aspects of Camp 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:
• Where appropriate, the parent/carer will be encouraged to discuss the matter directly with the staff member concerned.
• If this is not appropriate, the matter will be discussed with the Manager, who will then speak with the staff member
and seek to reach a satisfactory resolution.
Stage Two – Formal Resolution
If a satisfactory resolution cannot be reached through informal discussion, the parent or carer should put their complaint in writing to the Manager.
The Manager will:
• Acknowledge receipt of the written complaint within 7 days.
• Investigate the matter, including how it relates to our statutory duties under the EYFS.
• Notify the complainant of the outcome within 28 days of receiving the written complaint.
• Provide a full written response to all relevant parties, including details of any recommended changes to practices or policies where applicable.
• Offer to meet relevant parties to discuss the response, either together or individually.
Safeguarding Concerns #
If child protection or wider safeguarding issues are raised, the Manager will refer the matter immediately to the Designated Safeguarding Lead (DSL),
who will follow the procedures set out in the Safeguarding Policy and contact the Local Authority Designated Officer (LADO) where appropriate.
If a criminal act may have been committed, the police will be contacted.
Making a Complaint to Ofsted #
Any parent or carer can submit a complaint to Ofsted at any time if they believe that Adventure Camps is not meeting the requirements of its registration.
Ofsted will consider and investigate all complaints.
Email: [email protected]
Telephone (General Enquiries): 0300 123 1231
Telephone (Complaints): 0300 123 4666
Written in accordance with the Statutory Framework for the Early Years Foundation Stage (2025):
Safeguarding and Welfare Requirements – Complaints [3.98 – 3.99].
