Complain Procedure

The aim of the complaints procedure is to ensure each complaint is properly investigated and, wherever possible, resolved to the complainant's satisfaction. 

Steps to ensure that complaints are handled effectively

Step 1

If you are unhappy with the service the youth club is providing, informally discussing your dissatisfaction with a member of staff from SOL Language Clubs. Through discussion your complaint may be able to be resolved.

Step 2

If you are not happy with step 1 please put your complaint in writing to

Name

Patricia Westrop

Manger

SOL Language Clubs

Address

2A Lowestoft Road

Watford,

Hertfordshire

WD24 5AX

You will receive a response in 10 working days

FURTHER DETAILS

If any individual members of staff are concerned with the issue then they will be questioned on the complaint and ask to make a report in writing at either Step1 or Step 2.

If Child Protection issues are raised, the Management SOL Language Clubs will refer the situation to the Child Protection Officer, who will then contact Social Care and follow the procedures of our Safeguarding Policy. If a criminal act may have been committed the Police will be contacted.