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Complaints Procedure

At The Man In The Moon we aim to work in partnership with parents/carers to deliver a high-quality service for everyone. If for any reason we fall short of this goal, we would like to be informed in order to amend our practices in the future.

Records of all complaints are kept for at least three years. A summary of complaints is available for parents/carers on request.

Any complaints received will be recorded on a Complaints Log. Any complaints made will be dealt with in the following manner:

Stage One

Complaints about aspects of our activities:

  • We will discuss the matter informally with the parent/carer concerned and aim to reach a satisfactory resolution.

Complaints about an individual crew member:

  • If appropriate, the parent/carer will be encouraged to discuss the matter with the crew member concerned.

  • If the parent feels that this is not appropriate, the matter will be discussed with Paul Branch, who will then discuss the complaint with the crew member and try to reach a satisfactory resolution.

Stage Two

If it is impossible to reach a satisfactory resolution to the complaint through informal discussion, the parent/carer should put their complaint in writing to Paul Branch. He will:

  • Acknowledge receipt of the letter within 7 days.

  • Investigate the matter and notify the complainant of the outcome within 28 days.

  • Send a full response in writing, to all relevant parties, including details of any recommended​ changes to be made to our practices or policies as a result of the complaint.

  • Meet relevant parties to discuss our response to the complaint, either together or on an individual basis.


If child protection issues are raised, we will refer the situation to the Local Authority Designated Officer (LADO) and follow the procedures of the Safeguarding policy. If a criminal act may have been committed, we will contact the police.

Making a complaint to Ofsted

Any parent/carer may submit a complaint to Ofsted at any time. Ofsted will consider and investigate all complaints.

Ofsted's address is: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD

Telephone: 0300 123 1231 (general enquiries) 0300 123 4666 (complaints)

Related policies: Safeguarding.

​Adopted: 11 May 2022

Review Period: 24 months​​​

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