Complaints Policy

Purpose

Let’s Go! Mcr CIC aims to provide a high-quality, inclusive and positive experience for all children, families, staff and volunteers.

We value feedback — both positive and negative — as it helps us to learn, improve and strengthen the support we offer.

This policy outlines how concerns or complaints can be raised and how they will be handled fairly, promptly and with respect.

Our commitment

We are committed to:

  • Listening carefully to all feedback and concerns.
  • Responding to complaints in a professional, consistent and transparent way.
  • Resolving issues as quickly as possible.
  • Treating everyone involved with fairness and confidentiality.
  • Using complaints to identify areas for improvement.

 

What counts as a complaint

A complaint is any expression of dissatisfaction about:

  • The standard or delivery of our trips, activities or services.
  • The behaviour or actions of a member of staff, volunteer or director.
  • A decision made by Let’s Go! Mcr CIC.

We encourage open communication and will always try to resolve concerns informally before they become formal complaints.

 

Informal resolution

In many cases, issues can be resolved quickly through discussion.

  • Parents or carers should raise their concern directly with the staff member or trip leader as soon as possible.
  • If the issue cannot be resolved or is more serious, it should be referred to one of the Directors.

If the concern involves a Director, the matter will be reviewed by another Director or a suitable independent person associated with Let’s Go! Mcr CIC.

We aim to respond to informal concerns within 5 working days.

Feeling confident to raise a concern

We know it can sometimes feel uncomfortable to raise a complaint, especially within a small team. Please be assured that all concerns are treated sensitively and respectfully, and raising one will never affect your child’s ability to attend our trips or activities.

Our goal is always to listen, learn, and find positive solutions together.

 

Formal complaints procedure

Stage 1 – Written complaint

Formal complaints can be made in writing by email or letter to:

📧 letsgomcr@hotmail.com

Please include:

  • Your name and contact details
  • Details of the issue (including dates and people involved)
  • What outcome you are seeking

A written acknowledgement will be sent within 5 working days, and a full response provided within 15 working days.

Stage 2 – Review

If you are not satisfied with the outcome, you may request a review by another Director or an independent representative of Let’s Go! Mcr CIC.

This review will take place within 10 working days of your request, and the outcome will be communicated in writing.

All decisions made at this stage are final.

 

Confidentiality

All complaints are handled in confidence. Information will only be shared with those directly involved in resolving the issue, unless disclosure is required by law (for example, in safeguarding matters).

 

Safeguarding concerns

If a complaint relates to the safety or welfare of a child, it will be treated as a safeguarding concern and referred immediately to the Designated Safeguarding Lead (DSL) and, where appropriate, external agencies in line with our Safeguarding Policy.

 

Monitoring and review

All complaints are recorded and reviewed regularly by the Directors to identify patterns and improve practice.

This Complaints policy is effective from 01/03/25 and will be reviewed on 01/03/2026