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Complaints Procedure

KSA has a set procedure for addressing complaints. This procedure is for parents whose children are booked onto camps. Removing children from a camp prior to a complaint being formally presented, forfeits access to or continuation with these procedures. The complaints procedure should be used only when informal attempts to resolve problems have been unsuccessful.

The nature of your complaint will determine the action you should take. Please see below how these have been catergorised and what procedure you should follow.

AIMS AND OBJECTIVES

KSA will give careful consideration to all complaints and will deal with them fairly and honestly. We will provide sufficient opportunity for any complaint to be fully aired, and aim to resolve it through open dialogue and mutual understanding.

Framework of Principles:

  • The complaints procedure should be accessible and publicised.
  • It should be simple to use and understand.
  • It should be as impartial as possible and allow the complainant to document and submit their complaint.
  • It should be non-adversarial.
  • It should allow for swift handling with established time-limits for action, and for keeping people informed of progress.
  • It should respect people’s desire for confidentiality, though some information sharing may be necessary to carry out a thorough investigation. Confidentiality does not apply when the Secretary of State for Education or OFSTED inspectors need to be informed under relevant laws governing the care of children.
  • The procedure should address all points of issue, providing an effective response and an appropriate redress, where necessary.
  • Information will be provided to the senior management team at KSA so that services can be improved.

FORMAL COMPLAINTS PROCEDURE

STAGE 1

In the first instance, please discuss any issues within the categories set out below with the Camp Manager who is responsible for the venue that your child is attending. If you are unhappy with the response and feedback you receive from your Camp Manager about any issues within these categories, please request a COMPLAINT FORM via email: complaint@thekickstartacademy.co.uk. Your complaint will be fully investigated by an Operations Manager. If it is about the behaviour of senior operational staff, it will be investigated by a director of KSA.

  • Activities and Timetabling
  • Staff (excluding the manager)
  • Bullying
  • Behaviour
  • Accidents and Incidents
  • What to Bring/Wear
  • AM/PM Club
  • Specific Needs
  • Other (camp/course related)

The person carrying out the investigation will review the way the complaint has been handled by KSA and will ensure that the issues have been dealt with properly and fairly. He/she will write to you reporting the findings and recommendations of this investigation within 15 days of receiving the complaint.

If you have any serious concerns within the two categories set out below please call our Customer Services team on 0121 748 7977 so the management team can begin to investigate immediately. Your complaint will be fully investigated by an Operations Manager/Director and you will receive initial feedback within 48 hours of receiving the complaint. If it becomes apparent that the complaint is a disciplinary or capability issue, then the matter will be dealt with by following the appropriate procedure rather than the complaints procedure. You will be notified if this is the case with your complaint, but you are not entitled to know which procedure, or the final outcome.

  • Health and Safety
  • Management of Camp

If you have any issues within the categories set out below please contact our Customer Services team on 0121 748 7977 or email: complaint@thekickstartacademy.co.uk in the first instance.

  • Booking
  • Dates and Prices
  • Venue
  • Hours
  • Terms and Conditions
  • Child’s Group
  • Other (booking related)

The person carrying out the investigation will review the way the complaint has been handled by KSA and will ensure that the issues have been dealt with properly and fairly. He/she will write to you reporting the findings and recommendations of this investigation within 15 days of receiving the complaint.

STAGE 2

If you are not satisfied with the result from Stage 1, you may choose to refer your complaint to Stage 2 of the procedure. This must be done in writing to KSA head office within 15 days of the completion of Stage 1.

At this stage, the complaint will be considered under the guidance of the C.E.O of KSA. The complainant will be informed in writing of the results of this review:

The general principle is that KSA should be able to produce documentary evidence to show that the complaint has received fair and proper consideration within the procedure set out here. If the C.E.O has any concerns, he/she may ask the Senior Management of KSA to re-open the investigation. The complainant will be kept informed of any delay.

If you are still not satisfied, you may wish to put your complaint to the Secretary of State for Education and Skills, or OFSTED.

EARLY YEARS PROVISION

Parents have the right to phone OFSTED if they feel they have not received a satisfactory response to their complaint. OFSTED can be contacted on 0300 123 1231. Parents should have to hand the OFSTED registration number of the camp involved. Registration numbers can be found on the KSA website or at the camp itself. Alternatively, you can write to: The National Business Unit, Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD

MONITORING AND REVIEW

KSA monitors the complaints procedure, in order to ensure that all complaints are handled properly. The Operations team at KSA logs and records all formal complaints received at all camps. The senior executive team examines how they were resolved. This team examine the log on an annual basis and considers the need for changes to this procedure.

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Posted by The Kick Start Academy on Thursday, 20 August 2015

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