Complaints Procedure

Last Updated: 01/11/2024

Contact Information

First Kicks Education Ltd
Address: 850 Green Lanes, London, N21 2RS, Enfield, England
Company Number: 15352221
Phone: 07415 105 214
Email: info@firstkickseducation.uk

Complaints Procedure/Policy

At First Kicks Education Ltd ("First Kicks", "we", "us", or "our"), we are committed to providing high-quality services and maintaining excellent standards of care and communication with our clients. However, we understand that sometimes issues may arise. This Complaints Procedure outlines our process for handling complaints fairly, efficiently, and respectfully.

1. Purpose of This Policy

The purpose of this Complaints Procedure is to provide a clear and transparent process for clients, parents, or guardians to voice their concerns and to ensure those concerns are addressed in a timely and constructive manner.

2. What Is a Complaint?

A complaint is defined as an expression of dissatisfaction, whether justified or not, about any aspect of our services, staff, policies, or procedures. Complaints could involve issues regarding service quality, safety, communication, or behavior.

3. How to Make a Complaint

If you wish to make a complaint, please follow these steps:

• Step 1: Informal Resolution

  We encourage clients to discuss any issues informally with a relevant member of staff, as many issues can be resolved quickly in this manner. You may speak directly with the instructor or program coordinator at the location, or contact us by phone at 07415 105 214.

• Step 2: Formal Complaint

  If you are not satisfied with the outcome of the informal discussion or if the matter requires formal attention, please submit a written complaint. You can send your complaint via email to info@firstkickseducation.uk or by post to our address:

  First Kicks Education Ltd
  850 Green Lanes
  London, N21 2RS
  Enfield, England

  Include your name, contact information, a description of the issue, and any relevant details such as dates, times, and individuals involved. The more details you provide, the better we can address your concerns.

4. What Happens Next?

Upon receiving a formal complaint, we will follow these steps:

• Acknowledgment: We will acknowledge receipt of your complaint within 5 working days.
• Investigation: A member of our management team will investigate the complaint. This may involve speaking with relevant staff, reviewing records, and, if needed, reaching out to you for more information.
• Response: We aim to provide a formal response within 20 working days. If the investigation requires more time, we will keep you informed and provide an updated timeline.
• Resolution: Our response will outline our findings, any actions taken, and proposed steps to resolve the issue. We will also include information on how we plan to prevent similar issues in the future if appropriate.

5. Further Action

If you are not satisfied with the resolution, you may request a review of your complaint. This review will be handled by a different member of our senior management team, and we will inform you of the outcome within 10 working days of your request for review.

6. Confidentiality

All complaints will be handled confidentially, and information will only be shared with those directly involved in resolving the issue. Personal data will be handled in accordance with our Privacy Policy and applicable data protection regulations.

7. Record Keeping

We maintain records of all complaints, including details of the complaint, the investigation, outcomes, and any follow-up actions. These records are kept for monitoring and quality improvement purposes.

8. Contact Us

If you have any questions about this Complaints Procedure, please contact us at:

First Kicks Education Ltd
Phone: 07415 105 214
Email: info@firstkickseducation.uk
Address: 850 Green Lanes, London, N21 2RS, Enfield, England