Complaints Procedure

Complaints Procedure

Door 84 is committed to providing a safe, stimulating, consistent and accessible service to Children, Young People and the Community. We will always aim to provide high quality provision for everyone, although we 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 Centre’s formal Complaints Procedure.

Under normal circumstances, the Manager will be responsible for managing complaints. If a complaint is made against the Manager, the Committee will conduct the investigation.
Stage One
If a participant has a complaint about some aspect of the Club’s activity, or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned and/or to the Manager.

In the first instance the person who would like to complain or the parent/carer of whom is encouraged to speak directly to the relevant member of staff with another member of staff, if deemed appropriate. If not, the Manager (or Senior Worker on Duty) should be approached and they 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, the participant or parents/carer of the participant should put their complaint in detail and in writing to the Manager and or the Committee. Relevant names, dates, evidence and any other important information on the nature of the complaint should be included.

If the Manager has good reason to believe that the situation has child protection or safeguarding implications, they should ensure that the Committee have been informed immediately and the Local Social Services department is contacted, according to the procedure set out in the Child Protection policy. If any party involved in the complaint has good reason to believe that a criminal offence has been committed, then they will contact the police.

The formal response to the complaint from the Centre will be sent to the participant and or the parent/carer concerned and copied to all relevant members of staff if appropriate. The response will include recommendations for dealing with the complaint and for any amendments to the Centre’s policies or procedures emerging from the investigation.

The Manager will arrange a time to meet the participant and or parent/carer concerned and any other relevant individuals, such as members of staff, to discuss the complaint and the Centre’s response to it. The Manager will judge if it is best for all parties to meet together or if individual meetings are more appropriate.

If at the conclusion of this process the participant and or parents/carers remain dissatisfied with the response they have received, the original complaint along with the Centre’s response will be passed to the Manager and the Committee who will adjudicate the case.

The Manager will communicate a detailed response, including any actions to be taken, to both the Manager and the participant and or the parents/carers concerned.