If it is not possible to reach a satisfactory resolution to the complaint through informal discussion, the parent or carer should put their complaint in writing to a Camp 4 Champs Director.
If the initial complaint has been made in writing or email, stage two will come into effect immediately and stage one will be bypassed.
The manager 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 Camp 4 Champs practices or policies as a result of the complaint
- Meet relevant parties to discuss Camp 4 Champs response to the complaint, either together or on an individual basis
If child protection issues are raised, the manager will refer the situation to a Camp 4 Champs Child Protection Officer, who will then contact the Local Authority Designated Officer (LADO) and follow the procedures of the Safeguarding Policy.
If a criminal act may have been committed, the manager will contact the police.