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
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.
If you are not happy with step 1 please put your complaint in writing to
SOL Language Clubs
2A Lowestoft Road
You will receive a response in 10 working days
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.