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.
The Adventure Camps Approach #
Listen first — without defensiveness.
- Acknowledge the concern and thank them for raising it.
- Act in line with our protocol (don’t improvise).
- Escalate to the right person if needed.
- Close the loop — parents should always know what happened next.
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:
- Their concern was taken seriously.
- A specific action was taken (or will be, with follow-up).
- They can trust us to keep their child safe and happy.
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.
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.
