POLICIES & PROCEDURES

KIDACTIVE will ensure an effective relationship is built between the staff and its parents/guardians so that information, about their child, is shared effectively and in real time. Methods of communication used are face to face, telephone, email, website and hard copy, where necessary.

Enquiring customers have access to all childcare information and booking options via our website and a registered account.

We do not accept children into our care without holding all requested, by us, information for child and responsible adult(s) which is uploaded by the parents/guardians. All childcare is booked and confirmed online.

KIDACTIVE accept payment for childcare by cash, bank transfer, childcare vouchers and tax free childcare.

Payment of childcare fees is required within the timeframe stated by KIDACTIVE. Refer to our specific club terms and conditions.

We ask that payments are made timely.

The parent/guardian booking childcare will be made aware, at time of booking and before confirming childcare, of the cost.

The level of our fees are set and reviewed annually in the light of the company’s financial position, its future strategic plans and any other broader economic or social considerations deemed relevant.

New attending children will be supported during a settling in phase. This will include introductions to staff and children and our environments. This may be on the first day and/or include a pre attendance visit with the parent/guardian.

A record of children attending will be made by staff on our booking system and the daily hard copy register.

Collections and transfers

(after school club)

Depending on a child’s school year will depend on whether they are collected by staff from their classroom(s) or an arranged on-school-grounds designated meeting point. Prior to leaving school site a registration is completed and children are grouped with sufficient staff to supervise them in their transfer from the school to the after school club.

Releasing children

If a child is to be collected by someone other than the parent/guardian this will be agreed with the Manager in advance.

Children leaving without an adult

Permission and arrangements will be a matter for discussion between the Manager and parent/guardian, based on an understanding of a child’s age, maturity, distance of travel. This only applies to a child in year 5+.

Late collection

If the parent/guardian is going to be late to collect their child, the Manager must be informed as soon as possible so that the child can be made aware and that sufficient childcare supervision can be made.

Personal care

KIDACTIVE will not exclude or treat children less favourably, because they have personal care needs. Staff will encourage children to be toilet independent; however we realise that accidents can happen therefore if a child has a toilet accident staff will ensure a child is supported with privacy and the parent/guardian will be made aware.

If a child requires all round personal care support this must be brought to the Managers attention (email) prior to any booking as regular support will be based on the structing of our staff as we do not provided 1:1 childcare.

e) [email protected]

KIDACTIVE recognise that some children have additional needs that require particular support.

As the needs of each child varies the Manager/SENDCo will assess a child in consultation with a parent/guardian on a case-by-case basis, depending on:

• Level of support a child requires.

• Qualification/experience of our staff.

• Suitability of our environments.

• Size of our groups.

• Activities we deliver.

• Staff availability to support 1:1, with additional funding.

Funding

If a child is offered external funding to support 1:1 holiday childcare please contact us as early as possible before the period of childcare that you are enquiring about so that we have sufficient time to potentially recruit a 1:1 staff.

Making a booking without informing us

If you make a booking without providing us with full details of your child’s needs, and this information is only brought to our full attention once a child has started childcare, and we believe that we are unable to meet a child's needs, we have the right to cancel a booking without refunding any unused childcare dates.

e) [email protected]

If your child is unwell they can not attend our clubs as it places children and staff at risk. Refer to link to determine if there is a sickness exclusion period.

KIDACTIVE do not refund booked/paid childcare for any child sickness.

https://www.gov.uk/government/publications/health-protection-in-schools-and-other-childcare-facilities/children-and-young-people-settings-tools-and-resources#exclusion-table

KIDACTIVE complies with The Health and Safety at Work Act 1974 and the Workplace (Health, Safety, Welfare) Regulations 1992.

KIDACTIVE will ensure that:

Appropriate insurances are in place, including employers and public liability.

Risk assessments are in place, updated where necessary and reviewed annually.

Security systems are in place to ensure that our Clubs are safe and secure. External doors have locks to ensure children can not freely exit or unauthorised persons enter.

Children will be supervised at all times.

Visitors will be agreed with the Manager. Visitors are not left unsupervised.

Premises are safe, clean, adequately lit and temperature'd and ventilated.

Toilets and sinks are available and separate for staff and children.

Chemicals are used and stored safety.

All accidents, incidents and dangerous occurrences are reported, recorded and reviewed. This includes informing Ofsted, child protection agencies and the Health and Safety Executive under RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995) where appropriate.

Policies and procedures are reviewed annually and amended, as required.

Equipment and materials

All furniture, resources and equipment are kept clean, well maintained and in good repair. We select resources that are suitable for all ages to use.

Damaged items are disposed of promptly. We ensure that any flammable equipment is stored safely. All electrical equipment is subject to annual Portable Appliance Testing (PAT) either by KIDACTIVE or the school and Council premises that we hire.

Damaged items or equipment that is not ours but used by KIDACTIVE as part of our hire agreements, or within the local community, is reported to either the school and/or Council.

Hygiene

The management and staff are committed to taking all practicable steps to prevent and control the spread of infectious germs, and to uphold high standards of personal hygiene in order to minimise the risk of catching or spreading infections. This includes ensuring:

Staff and children attending are not sick.

Staff and children are encouraged to wash their hands after cleaning, playing with nature, using the toilet and before handling and eating food.

Staff will wear PPE where required.

Environments remain clean.

Toilets are clean, tissue, water, soap and hand drying facilities are always available.

Spillages cleaned up immediately and disposed of safely and hygienically. Children will be removed from specific area.

Waste is disposed of safely in sealed bags.

Animals

Animal’s e.g. birds, cats, dogs, insects and bugs will/may be present on or surrounding our club premises. Children may also choose to explore with nature.

Children are encouraged to not approach with intention to harm or antagonise.

Emergency evacuation and/or closure

In very exceptional circumstances, a club may need to be closed at very short notice due to an unexpected emergency. Such incidents could include:

• Heating failure in weather conditions.

• Loss of electricity.

• Burst water pipes/gas leak.

• Chemical spillage.

• Structural damage to a building.

• Fire or bomb scare/explosion.

• Serious accident, incident or illness.

In such circumstances, staff will ensure that all steps are taken to keep both the children and themselves safe. All staff and children will assemble at the pre-arranged designated safe meeting points, where a register will be taken and all children and staff accounted for. If any person is missing, the Manager will be informed immediately and will activate the ‘Missing child’ policy.

Steps will be taken to inform parents/guardians. All children will be supervised until they are collected.

Ofsted will be informed about any significant changes or events to a club.

Missing child policy

If a child cannot be located at a Club, the following steps will be taken:

1) The Manager will be notified.

2) Nominated staff will conduct a search of the premises and surrounding area(s).

3) After 5-10 minutes (time will depend on the size of the facilities/surrounding areas), if not found, the Manager will contact the Police and the child’s parents/guardians. The search will continue.

Once the incident is resolved and recorded the Manager and the staff will review the Club’s ‘Security’ policy and identify and implement any changes, as necessary.

Lockdown

A site lockdown will be in response to any incident which has the potential to pose a threat to the safety of children and adults at our club premises. Lockdown procedures may be activated to any number of situations, but more typically:

- A serious accident or incident.

- Reported local air pollution.

- A potentially dangerous animal.

- A reported community incident.

- An intruder.

If a site lockdown is activated the following procedure will apply:

- All doors and windows are closed.

- All children return indoors.

All situations are different, once all staff and children are safely inside, the Manager and staff will conduct an on-going risk assessment based on the information available and any advice that may be given from the Emergency Services.

In the event of a lockdown if the reason is deemed serious parents/guardians will be contacted as soon as possible to reassure and update them on the situation and potential early collection, where safe.

Staff physical interventions

Staff will only use physical interventions as a last resort and only then if they have reasonable grounds for believing that immediate action is necessary to prevent a child from injuring themselves or others or to prevent serious damage to property.

Only the minimum force necessary to prevent injury to a child will be applied, for example, by diverting a child by walking them away by a hand or by an arm around their shoulders.

Where staff have to intervene physically to restrain a child, the Manager will be notified, a record the incident will be made and the Manager will discuss the incident with the parent/guardian on the day.

Staff go through safer recruitment:

- Application

- Interview

- References (2)

- DBS

- Induction training (inhouse)

Staff in post include:

- Manager

- Supervisor

- Safeguarding Lead

- First Aider

- Food Hygiene

- Childcare practitioners

Staff are suitable for posts employed and hold relevant qualifications and experiences, where required.

The Manager will ensure that staff ratios and levels of supervision are appropriate to the ages, abilities and number of children present, and to the risks associated with activities and environments that children and staff are accessing.

KIDACTIVE is committed to building a ‘culture of safety’ in which the children in our care are protected from abuse, harm and radicalisation. We will respond promptly and appropriately to all incidents or concerns regarding the safety of a child that may occur.

The Safeguarding Lead's (SGL) role includes receiving and acting upon reported concerns and ensuring the policy is implemented. The Safeguarding Lead also coordinates and liaises with external agencies (e.g. Social Care, MASH, LADO).

Logging a concern

All information about suspected abuse or disclosure, or concern about radicalisation, will be recorded as soon as possible after the event. The record will be given to the Safeguarding Lead who will decide on the appropriate course of action.

If abuse is disclosed to staff

If a child makes a disclosure to staff, that member of staff will follow a procedure that involves listening and reporting to the Safeguarding Lead as soon as possible.

If abuse is suspected by staff

If staff suspects abuse they will notify the Safeguarding Lead who will record and investigate the matter. The same process will apply if a third party expresses to staff a concern of child abuse.

Allegations against staff

If anyone makes an allegation of child abuse against staff the allegation will be recorded and reported to the Local Authority Designated Officer (LADO) and the SGL will act upon their advice.

Child abuse and neglect

Child abuse is any form of physical, emotional or sexual mistreatment or lack of care that leads to injury or harm. An individual may abuse or neglect a child directly, or by failing to protect them.

Signs of child abuse and neglect

Signs of possible abuse/neglect include:

• Child's basic needs not met:

- mal nutrition'ed (lack of food)

- not hygienically clean (washed)

- not suitably clothed

• Changes in emotional behaviour.

• Changes in physical behaviour.

• Unexplained bruising, injuries etc.

• Comments made which give concern.

• A a girl may be subjected to (or is at risk of) female genital mutilation (FGM).

• Deterioration in general well-being.

• Inappropriate behaviour displayed by parents/guardians, carers and/or staff

Peer-on-peer abuse

Children are vulnerable to abuse by their peers. Peer-on-peer abuse will be taken seriously by staff. Staff will not dismiss abusive behaviour as normal.

The presence of one or more of the following in relationships between children should always trigger concern about the possibility of peer-on-peer abuse:

• Sexual activity (verbal and/or physical)

• One child is significantly more vulnerable than the other (e.g. disability, confidence, and/or physical strength).

• There has been use of threats, bribes or coercion to ensure compliance or secrecy.

Extremism and radicalisation

(Prevent duty)

We have a legal duty to protect children from the risk of radicalisation and being drawn into extremism. There are many reasons why a child might be vulnerable to radicalisation, e.g.:

• Feeling alienated or alone.

• Seeking a sense of identity/individuality.

• Suffering from mental health issues.

• Desire to be part of a larger cause.

• Displaying extremist beliefs.

Signs of radicalisation

Signs that a child might be at risk of radicalisation include:

• Changes in behaviour, e.g. becoming withdrawn or negatively outspoken or aggressive either verbally and/or physically towards themselves or others.

• Holding extremist views, justifying violence, terrorist attacks or sharing these views of their families either verbally or in any materials either hard copy or online.

• Any form of hatred towards the UK, either verbally or in written form.

Safeguarding concern

If you have a concern contact the Manager, who is also the Safeguarding Lead.

e) [email protected]

A first aider will be on duty at all times.

In the event of an accident, incident or illness the following procedures will apply:

The Manager and first aider will be notified and take responsibility of the child and will assess the medical situation and treat the child accordingly. If the child requires treatment from the Emergency Services or has to go to hospital the parent/guardian will be contacted.

If the child needs to go home, due to sickness, the parent/guardian will be asked to collect them. In the meantime, the child will be made comfortable and be kept under close supervision.

All accidents or incidents will be reported verbally to the parent/guardian on the day and recorded with a copy sent to the parent/guardian via email.

The Manager and other relevant staff will consider whether the accident or incident highlights any weaknesses in our policies or procedures, and act accordingly, making suitable adjustments to risk assessments where necessary.

Medical needs

Parents/guardians are required to upload (and keep up to date) to their account any medical needs that their child may have.

Where considered more serious, a parent/guardian should also raise this to the Manager so that, where required, staff can be made aware.

Medications

All medication provided must have the prescription sticker attached which includes the child’s details, the date, the type of medicine and the dosage.

KIDACTIVE can only administer medication that has been prescribed by a doctor, dentist, nurse or pharmacist.

We can only accept and agree to administer a prescription medication if the request is from a child's parent/guardian.

If a child requires prescription medication, their parent/guardian must complete (in advance of care) a medication permission form, provided by the Manager. If you require this, email [email protected].

Medications must be handed to the Manager or nominated Supervisor on arrival. This excludes an inhaler which a child can (optional) keep on them, however still make staff aware.

A first aider will be responsible for administering any medication or for witnessing self-administration by a child, if in tablet form.

If a child refuses to take their medication, staff will not force them to do so. The Manager will contact the child’s parent/guardian to make them aware.

Long term medication

If a child suffers from a long term medical condition the child's parent/guardian will need to provide a medical care plan from their doctor, to clarify exactly what the symptoms and treatment are so that KIDACTIVE has a statement of the child's medical requirements.

If our staff require any training to administer medications the parent/guardian is responsible to contact the Manager in advance of childcare.

e) [email protected]

If a child is not collected at the time of closure we will follow a 2 step procedure:

Step 1

The Manager will contact the parents/ guardians to determine a collection time.

Step 2

If a child remains uncollected, and the parents/guardians (and listed contacts) are non responsive after 30 minutes, the Manager will contact the local Social Care team for advice.

The Manager will ensure that the child remains in safe care until collection.

Resources, equipment and activities are safe, stimulating, in good condition and age appropriate and planned to allow children to build on their natural curiosity, advance their thinking, use their imagination and develop positive social relationships.

We are committed to providing children with stimulating, spacious and safe indoor and outdoor environments.

Wherever possible, materials will show persons of different nationality in a variety of roles, and with different abilities.

Examples of everyday life will portray children and adults from a variety of family groupings and cultural backgrounds in non-stereotypical roles.

Staff will ensure of open area layouts, allowing children to choose freely from a variety of activities.

KIDACTIVE maintain the highest possible hygiene standards with regard to the purchase, storage, preparation and serving of foods supplied by KIDACTIVE.

Staff who are involved in the preparation and handling of food have received training in food hygiene and carry out daily checks to ensure standards are met.

Food preparation areas, utensils, crockery etc. are safe, suitable and clean.

We use reliable suppliers for the food we purchase for children in our care.

Food is stored at correct temperatures and kept in-date and not subject to contamination by pests, rodents or mould.

There are separate facilities for hand-washing and for washing-up.

Waste food is disposed of efficiently.

Cleaning materials and other dangerous materials are stored out of children's reach.

Dietary needs

Parents/guardians are required to upload (and keep up to date) to their account any dietary needs that their child may have.

Where considered more serious, a parent/guardian should also raise this to the Manager so that, where required, staff can be made aware, any any additional precausions put in place.

Children cooking

When children take part in cooking activities, they are supervised, wash hands before participating, are kept away from hot surfaces/water and do not have access to electricals. If children have access to food cutting crockery they are instructed how to use safely under adult guidance.

Food poisoning

Where there is a possible food poisoning outbreak (with 2 or more reports) the Manager will contact the Environmental Health Department to report the outbreak and will comply with any investigation. We notify Ofsted (within 14 days ) of any confirmed cases.

KIDACTIVE aim to provide environments free from discrimination. To achieve our objective we will:

• Respect the different racial origins, religions, cultures and languages.

• Not discriminate against children on the grounds of disability, sexual orientation, class, family status.

• Help children express their cultural and religious identity through activities.

• Strive to ensure that children feel good about themselves and others, by celebrating the differences which make us all unique individuals.

• Ensure that our services are available to all parents/guardians and children.

• Ensure that our recruitment policies are open, fair and non-discriminatory.

• Work to fulfil all the legal requirements of the Equality Act 2010.

The aims of our Behaviour Management policy are to help children to;

• Be kind and respectful.

• Build co-operative relationships.

• Develop a range of positive social skills.

• Develop confidence, self-discipline and self-esteem in an atmosphere of mutual respect.

We require all staff to provide a positive model of behaviour by treating children, parents/guardians and one another with friendliness, care and courtesy.

Behaviour management strategies

Staff will manage behaviour according to clear, consistent and positive strategies.

Staff and children will work together to establish a clear set of equal ‘ground rules’.

Positive behaviour will be reinforced with praise and encouragement.

Negative behaviour will be challenged in a calm but assertive and consistent manner.

Staff will set a positive example to children.

Staff will facilitate open discussions with children about their behaviour

The Manager will discuss concerns with staff and parents/guardians in an attempt to identify any causes of negative behaviour and, where possible, agree strategies for dealing with it.

Staff will encourage discussion between children to try to resolve conflicts.

Staff will use positive strategies for handling any negative behaviour, by helping children find solutions in ways which are appropriate for the children's ages and development.

Bullying

Bullying of any form is not tolerated in our Clubs. Any child who is a victim of bullying will be dealt with in a sympathetic manner.

If bullying is suspected or reported, the incident will be dealt with by staff, and then discussed with the Manager. An account of the incident will be recorded. Relevant staff will be informed so that close monitoring can begin.

Parents/guardians of children involved will be informed as necessary. Names of children involved will not be disclosed by KIDACTIVE although children may disclose name(s) to their parent/guardians.

Examples of bullying are;

• Verbal

• Physical

• Social

• Racial

• Cyber

Responding to bullying behaviour

We acknowledge that despite all efforts to prevent it, bullying behaviour may occur. Should such incidents occur, we will follow the procedure outlined below:

Any incident of bullying will be addressed sensitively and victims will be offered the opportunity to discuss the matter with staff who will handle matters sympathetically. If another child witnesses bullying and reports this, staff will reassure them that they have done the right thing.

Children who have bullied will be helped by discussing what has happened, establishing why the child became involved. Staff will help the child to understand why this form of behaviour is unacceptable.

If bullying persists, the Manager will inform the parents/guardians and discuss how to resolve issues. If this fails to stop the bullying, more serious actions may have to be taken, as laid out under 'Exclusions'.

When it is felt that a child is a disruption to the operations of a Club, and/or negatively impacting the childcare experiences of other children, and/or that their personal behaviour places themselves, other children and/or staff at distress or risk of harm then the Manager will contact the child's parents/guardian to discuss the issue(s) in more detail. At this point we expect a parent/guardian to cooperate.

As a last resort, when there is no alternative action that could be taken the Manager may exclude a child from KIDACTIVE.

Any decision is made in the best interest of children and staff attending our Clubs.

No refund will be offered to pre booked Holiday childcare or After School childcare during the one month notice period where a child has been excluded.

A record of the exclusion will be made and sent (email) to the parent/guardian.

Children will have access to a cloakroom to store personal belongings. We advise all belongings are labelled.

If items are left at the end of a Holiday Club period parents/guardians will have the weekend (after the period ends) to arrange collection as this is a shutdown period. If an item is labelled then we will contact the parent/guardian to arrange collection.

Electronics

Do not send your child with electronic devices/games consols.

Mobile phones

If your child arrives with a mobile phone they must hand it to staff on arrival and it will be returned to them on departure.

Devices with camera or internet access

If your child arrives with a watch or any devise that has a camera or internet access it will be removed until end of day.

KIDACTIVE cannot be held liable for any damaged or lost items brought onsite.

KIDACTIVE take your privacy seriously and is aware of its obligations with regard to storing and sharing information and will only use your personal information to administer your account.

This policy applies to the processing of personal data of customers in manual and electronic records kept by KIDACTIVE. It also covers our response to any data breach and other rights under the GDPR.

Lawful basis for processing

The law on data protection allows us to process your data for certain reasons only. In the main, we process your data in order to comply with a legal requirement or in order for us to effectively provide customers with childcare services.

Registering your data

We use Kids Club HQ to record our customer [parent/guardian/child] information and childcare bookings and payments. Information is secure and stored and used for business purposes only.

Collecting your data

We gather customer data via information entered (by the customer) into our database when 'they' register an account, complete and submit a form, subscribe to our mailing list and/or when a customer corresponds with us in person, by phone, e-mail or post.

Customer registration and data

Only a parent/guardian [customer] of the child can register an account. The parent/ guardian who registers is responsible to keep their uploaded data accurate.

Types of data held

(a) Child’s personal details i.e. name, date of birth, nationality, address, medical history, dietary requirements, and any other information deemed to be significant; (b) Parents/guardians and third party carers name, address, contact numbers and, where necessary, bank details.

Changes to a child's information

The parent/guardian is responsible to notify the Manager by [email] of any changes to their child's medical or dietary information.

What we do with your data

We keep data on our customer in order to carry out effective and efficient processes such as managing bookings, creating registers, invoices and other documents which relate to the functioning or running of our childcare services.

Information we receive from others

We may be working closely with third parties (including, for example, your child’s school or local authorities) and may receive information about you and/or your child from them.

Sharing your data

Our employees may access to your data relevant to their role. Data is shared with third parties if we are required to by government bodies or law enforcement agencies. We do not share your data with bodies outside of the European Economic Area. Where we engage third parties to process data on our behalf, we remind the third party to take measures in order to maintain KIDACTIVE’s commitment to protecting customer data.

Access to your data

Customers have a right to access personal data that we hold on them. All data is available via the customers account, that is created and data uploaded by the customer. Any additional data collected is via a child record form e.g. accident, which is emailed to the customer.

If however the customer believes additional data is stored with us they can exercise this right by emailing [email protected].

Customers should make a Subject Access Request with evidence of their identity. We will comply with a request within one month. Where requests are complex or numerous, we may contact the customer to inform them that an extension of time is required. The maximum extension period is two months.

We will normally comply with a request at no cost. However, if the request is manifestly unfounded or excessive, or if it is repetitive, we may contact the customer requesting a fee of up to £50.00 (administration). This fee must be paid in order for us to comply with the request. The fee will be determined at the relevant time and will be set at a level which is reasonable in the circumstances. We may refuse to deal with a subject access request if it is manifestly unfounded or excessive, or if it is repetitive. Where it is our decision to refuse a request, we will contact the customer without undue delay and at the latest within one month of receipt, to inform them and to provide an explanation.

Deleting your data

The customer has control to delete their account-data at any time should they no longer require our services. KIDACTIVE also have control to delete a customer account-data at at time, for any reason.

Once a child reaches year 7 at school childcare is not available to the customer and the responsibility is with the customer to delete their registered account along with their data. Until that deletion time the customers data remain on on system.

KIDACTIVE are not liable to delete a customer account once a child no longer age qualifies, however the data may remain on our system.

Customer privacy notice

In accordance with the General Data Protection Regulation (GDPR), we have implemented this privacy notice to inform you, our customers, of the types of data we process about you. We also include within this notice the reasons for processing your data, the lawful basis that permits us to process it, how long we keep your data for and your rights regarding your data.

Data protection principles

Under GDPR, all personal data obtained and held by us must be processed according to a set of core principles. In accordance with these principles, we will ensure that:

a) Processing is fair, lawful and transparent; (b) Data is collected for specific, explicit, and legitimate purposes; (c) Data collected is adequate, relevant and limited to what is necessary for the purposes of processing; (d) Data is processed in a manner that ensures appropriate security of personal data including protection against unauthorised or unlawful processing, accidental loss, destruction or damage by using appropriate technical or organisation measures.

We will comply with the relevant GDPR procedures for international transferring of personal data.

Customer rights

You have the following rights in relation to the personal data we hold:

(a) The right to be informed about the data we hold on you and what we do with it; (b) The right of access to the data we hold on you; (c) The right for any inaccuracies in the data we hold on you, however they come to light, to be corrected. This is also known as ‘rectification’; (d) The right to have data deleted in certain circumstances. This is also known as ‘erasure’; (e) The right to restrict the processing of the data; (f) The right to transfer the data we hold on you to another party. This is also known as ‘portability’; (g) The right to object to the inclusion of any information; (h) The right to regulate any automated decision-making and profiling of personal data.

Consent

By registering an account with KIDACTIVE you are providing us with consent to use your data. If you would like to withdraw your consent you can contact us (by email) to request an account deletion. If you think your data rights have been breached please email us with details.

e) [email protected]

KIDACTIVE aims to work in partnership with parents/guardians to deliver high quality childcare. If we fall short of this goal, we would like to be informed in order to amend our practices. If you have a complaint about our practices, please tell us either in person or in writing. The Manager is responsible for dealing with all customer complaints.

All complaints will be recorded and investigated with the aim to reach a satisfactory conclusion for all parties.

Complaints procedures:

Stage 1

The Manager will discuss, either in person or on the telephone (both options will be made available to the customer), the complaint and aim to reach a satisfactory resolution. The record will be recorded and emailed to the parent/guardian.

Stage 2

If it is impossible to reach a satisfactory resolution to the complaint raised through informal discussion, the parent/guardian should put their complaint in writing to the Manager who will acknowledge the formal complaint within 7 days, investigate the complaint and notify the complainant, in writing, of the outcome within 28 days of the complaint being received.

Whilst these time frames are stated the Manager will aim to address a complaint as quickly as possible.

Making a complaint to:

KIDACTIVE

Manager

e) [email protected]