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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.​

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

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

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Stage One

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Complaints about aspects of our activities:

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

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Complaints about an individual crew member:

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  • 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.

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Stage Two

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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:

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  • 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.

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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.

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Making a complaint to Ofsted

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

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

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

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Related policies: Safeguarding.

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​Adopted: 11 May 2022

Review Period: 24 months​​​

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