Handling Complaints

Why It Matters #

At Adventure Camps, parents trust us with their children — the most precious part of their world. Sometimes, parents or guardians may raise a concern or complaint. How we handle this defines the quality of their experience.

Handled well → parents feel heard, respected, and reassured.

Handled badly → small issues can escalate and damage trust.

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The Adventure Camps Approach #

Listen first — without defensiveness.

1. Acknowledge the concern and thank them for raising it.
2. Act in line with our protocol (don’t improvise).
3. Escalate to the right person if needed.
4. Close the loop — parents should always know what happened next.

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Complaints Protocol #

Step 1: Listen & Acknowledge #

• Greet calmly: “Thank you for letting me know — I understand this is important.”
• Avoid excuses or blame.
• Take notes if needed.

Step 2: Assess the Level of Complaint #

• Minor (front-line resolvable) → e.g., a missing water bottle, child said they were bored in one session.
• Moderate (requires Zone Leader/Site Manager input) → e.g., ongoing behaviour issues, parent unhappy with staff interaction, safety worry raised.
• Serious (safeguarding/medical/serious safety) → must go immediately to Site Manager (and DSL if safeguarding).

Step 3: Take Action #

• For minor issues: Apologise, fix on the spot, and reassure.
• For moderate issues: Note the details, inform Zone Leader/Site Manager, and let parent know it’s being handled.
• For serious issues: Escalate immediately — do not attempt to resolve alone.

Step 4: Escalation Flow #

• Assistant / Activity Leader → Zone Leader → Site Manager → Head Office if needed.
• Always keep the parent informed of the next step.

Step 5: Close the Loop #

• Parent must leave knowing:
  1. Their concern was taken seriously.
  2. A specific action was taken (or will be, with follow-up).
  3. They can trust us to keep their child safe and happy.

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Golden Rules for Staff #

• Never dismiss a parent’s concern — even if it feels small.
• Never get defensive or argue.
• Never share internal disagreements in front of parents.
• Always escalate safeguarding/medical issues immediately.
• Always document serious complaints in the incident log.

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Example Scenarios #

Scenario 1: Parent says child didn’t enjoy a session

Wrong: “They probably just didn’t join in.”

Right: “Thanks for sharing — I’ll speak with the Activity Leader to see how we can adapt tomorrow so they feel more engaged.”

Scenario 2: Parent says their child was pushed in the pool

Wrong: “That’s just kids messing around.”

Right: “I understand your concern. Our Site Manager will review what happened at poolside today and follow up with you.” (Escalate immediately).

Scenario 3: Parent unhappy with a staff member’s tone

Wrong: “I’m sure they didn’t mean it.”

Right: “I’ll make sure our Site Manager speaks with you directly today to understand this properly.”

The Adventure Camps Magic Touch #

Complaints aren’t failures — they’re opportunities to turn parents into raving fans. If they see us listen, act quickly, and care deeply, they’ll trust us more than if nothing had ever gone wrong.