Complaints procedure

How to make a complaint

Your right to complain

We strive to deliver inspiring childcare to children from across London and beyond, however, rarely something may occur which may not meet your expectations regarding delivery and service, which is disappointing for all involved.

Our aim is to put things right wherever possible. Please be reassured that we will take lessons from all issues identified to ensure that we continue to improve. We always treat your complaint confidentially and all complaints will be dealt with fairly.

What should you do?

If any issues arise during camp, it is important to inform the Camp Manager who will strive to rectify any issues before you need to make a formal complaint. After camp, we urge all of our campers to let us know when things may not be right, affording us the opportunity to remedy any issues wherever possible.

Making a formal complaint

You can raise a complaint with us by:

  • letter
  • email
  • telephone

We aim to acknowledge your concerns within 24 hours of receipt (excluding weekends). Once received and where required we will then carry out an investigation to your concerns and will respond again within 10 working days. At this time we will either inform you of the outcome of the complaint or we may require an extension in order to fully resolve the issue. We will aim to resolve all complaints within an eight week period after receipt of the complaint, unless the nature is deemed to require third party support and an independent adjudicator for resolution. If this is the case, new time frames may be required and agreed.

Send your complaint to

Customer Resolution Manager,
Kingswood House,
Alkmaar Way,
01603 851000
Please see our booking conditions for further information.