Complaint Procedure



Adopted: 8 October 2018
Review Period: 24 months


The Man In The Moon is committed to providing a safe, stimulating, consistent and accessible service to children and their parents/carers. We always aim to provide high-quality services for everyone but accept that sometimes things do not always go to plan. In such circumstances, we want to know, so that we can put them right and learn from our mistakes.


This policy constitutes The Man In The Moon’s formal Complaints Procedure.


Under normal circumstances, Paul Branch will be responsible for managing complaints and will conduct the investigation. All complaints made to The Man In The Moon will be recorded in detail in the Complaint Book.


Stage One


If a parent/carer or Crew Member has a complaint about some aspect of the activity, or about the conduct of an individual Crew Member, it will often be possible to resolve the problem by simply speaking to the individual concerned and/or to the Senior Crew Member. As outlined in the Partnership With Parents/Carers Policy, The Man In The Moon is committed to open and regular dialogue with parents/carers and we welcome all comments on our services, regardless of whether they are positive or negative.


In the first instance, parents/carers are encouraged to speak directly to the relevant Crew Member, if deemed appropriate. If not, Paul should be approached and he will try to resolve the problem. If a satisfactory resolution cannot be found, then Stage Two of the procedure will formally come into operation.


Stage Two


If informal discussions of a complaint or problem have not produced a satisfactory resolution to the situation, parents/carers or Crew Members should put their complaint in detail and in writing to Paul. Relevant names, dates, evidence and any other important information on the nature of the complaint should be included.


Paul will acknowledge receipt of the complaint as soon as possible – within three working days at least – and fully investigate the matter within 15 working days. If there is any delay, he will advise the parent/carers of this and offer an explanation. Paul will be responsible for sending them a full and formal response to the complaint.


If Paul has good reason to believe that the situation has child protection implications, he will ensure that the local social services department is contacted, according to the procedure set out in the Safeguarding Policy. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then he will contact the police.


In any major incident or accident the listed agencies should be notified as soon as reasonably practicable, but in any event within 14 days of the incident occurring:


Surrey County Council Children's Services 0300 2001006 
Hampshire County Council Children's Services 0845 6035620
West Sussex County Council Children’s Access Point 01403 229900

In an emergency, you should report the matter to the Police 999


The formal response to the complaint from The Man In The Moon will be sent to the parent/carer concerned and copied to all relevant Crew Members if appropriate. The response will include recommendations for dealing with the complaint and for any amendments to our policies or procedures emerging from the investigation.


Paul will arrange a time to meet the parent/carer concerned and any other relevant individuals, such as Crew Members, to discuss the complaint and our response to it. Paul will judge if it is best for all parties to meet together or if individual meetings are more appropriate.


Making a Complaint to Ofsted (Day Camp only)


Any parent/carer or Crew Member can, at any time, submit a complaint to Ofsted about any aspect of a registered childcare provision. Ofsted will consider and investigate all complaints received.


Ofsted Telephone 0300 123 1231


Making a Complaint to Child Employment (Productions only)


Any parent/carer can submit a complaint to Child Employment about any aspect of our productions. Child Employment will consider and investigate all complaints received.


Surrey County Council Child Employment Team 01483 517838

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