The health, safety and wellbeing of all our children is paramount and is our priority at all times. Failure for staff to follow any of the policies and procedures could result in disciplinary action being taken against them.
Initially, all concerns or complaints should be raised with the Holiday Club Management Team who will receive the complaint and investigate as needed.
If any parent, member of staff or any member of the public has any concerns about how Hopscotch is implementing this or any other of our welfare or safeguarding policies then they should contact our Head Office at office@hopscotchmail.com immediately and outline their concerns.
We welcome any suggestions from parents on how we can improve our services and will give prompt and serious attention to any concerns that parents may have. Any concerns will be dealt with professionally and promptly to ensure that any issues arising from them are handled effectively and to ensure the welfare of all children, enable ongoing cooperative partnership with parents and to continually improve the quality of the Holiday Club.
We have a formal procedure for dealing with complaints where we are not able to immediately resolve a concern. Where any concern or complaint relates to child protection, we follow our Safeguarding Policy. Otherwise, our internal complaints procedure will be followed, as set out below:
Stage 1
Parent raises concern with the holiday club management team.
Stage 2
If unresolved, parent submits formal written complaint to holiday club manager or Head of Operations. Hopscotch investigates and responds within 14 working days. Complaint documented in holiday club’s complaints folder.
Stage 3
If still unresolved, Head of Operations holds formal meeting with parent, holiday club manager, and relevant staff. Meeting recorded and actions documented. All parties review and sign record.
Stage 4
If parent remains unsatisfied, they may raise the matter with Ofsted. Parents can contact Ofsted at any stage of the complaints process. Ofsted investigates complaints suggesting non-compliance with registration requirements.
Note: Parents may contact Ofsted at any stage, even before raising a complaint directly with Hopscotch. While we prefer to address concerns directly, this is not always the case.
A record of complaints for the holiday club will be kept in head office . The record will include the name of the complainant, the nature of the complaint, date and time complaint received, action(s) taken, outcomes of any investigations and any information given to the complainant including a dated response. It is the responsibility of the holiday club management team to undertake this.
Parents will be able to access this record if they wish; however, all personal details relating to any complaint will be stored confidentially and will be only accessible by the parties involved. Ofsted inspectors will have access to this record at any time during visits to ensure actions have been met appropriately. Records of complaint are made available to Ofsted on request, usually at inspections.
Hopscotch is unable to investigate any concerns or complaints retrospectively once your child has left the holiday club.
We will always aim to follow these procedures where applicable.
Parents will also be informed if the holiday club becomes aware that they are going to be inspected and after inspection the holiday club will provide a copy of the report to parents of children.