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BSSL Complaints Procedure (Leisure Services)

If you have a complaint

We really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve our service.

Stage 1 – Informal

If you wish to make a complaint it is best to talk to a member of staff first either in person or by telephone. It will be the quickest way for us to respond and look into the problem. The object of this first stage is to resolve problems quickly, simply and fairly with the minimum formality. The person contacted will provide you with an informal but informed response, normally within three working days of your initial approach or s/he will tell you that his/her investigations are still ongoing and will require a further, stated amount of time, no longer than 10 working days. In some cases, s/he will tell you that s/he has passed the concerns on to somebody more senior.

Stage 2 – Formal

If you are unhappy with our response you have the right to complain to the Leisure Services Manager who will acknowledge receipt within 3 working days and, thereafter, will consider the matter and decide upon the most appropriate course of action to take once all the relevant facts so far have been confirmed. In most cases, the person resolving the written complaint will meet/speak to you, normally within 14 working days of receiving the complaint.

Once the Leisure Services Manager is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made and you will be informed of this decision in writing, within 28 working days of receipt of the formal complaint. The Leisure Services Manager will also give reason for their decision.                                                                                                                                                                        

Stage 3 – Final Stage

However, if you are still dissatisfied after allowing the Leisure Services Manager the opportunity to deal with your complaint you should contact the Services Bursar, in writing, explaining why you are dissatisfied with the Leisure Services Manager’s response. This should be received by the Services Bursar within 5 working days of the response from the Leisure Services Manager.

Only in exceptional cases will the Services Bursar consider any complaint that has not been through the earlier stages.

If the Services Bursar comes to the conclusion that the complaint has been fairly settled at an earlier stage, or that the complaint is lacking in merit or substance, the Services Bursar may dismiss the complaint and advise the complainant of the reasons for the decision. The Services Bursar will respond in writing to a letter of complaint within 14 working days, with as full a response as possible.

If the Services Bursar comes to the conclusion that there is substance to the complaint, the Services Bursar will decide on the relevant response in relation to the nature of the complaint. The Services Bursar will respond in writing to a letter of complaint within 28 working days, with as full a response as possible.

Once we have the full details of your complaint our promise is that we will normally take no more than 28 working days to respond fully to your issue.
However, there may be occasions when we require additional information or responses from you to complete our investigation. In this instance we will allow a further 10 working days for your response.

Contact Details

Miss C Jackson                Leisure Services Manager                          01204 434793

Mr M S McDermott          Services Bursar                                            01204 434751

If you prefer to write or email;

Leisure Services
Bolton School
Chorley New Road
Bolton
BL1 4PA                             CJackson@bssleisure.com

The Services Bursar
Bolton School
Chorley New Road
Bolton
BL1 4PA                             MMcdermott@boltonschool.org.uk

OFSTED

Any individual may at any time contact OFSTED about any aspect of registered child care provision.  OFSTED will consider and investigate all complaints received.

A parent carer can contact OFSTED via the following:

The National Business Unit

Ofsted

Piccadilly Gate

Stone Street

Manchester

M1 2WD

Tel: 0300 123 1231

Following the Stage 3 procedure, if matters remain unresolved, a letter will be sent to you explaining that the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 requires BSSL to provide, on conclusion of the final stage of this Complaints procedure, the name and address of an alternative dispute resolution provider who has been certified by the Chartered Trading Standards Institute as competent to resolve consumer
disputed. These details are set out below. However, please note that BSSL is not obliged to enter into alternative dispute resolution and each matter will be dealt with on a case by case basis at the conclusion of Stage 3.

The name, address and contact details of a certified competent authority are as follows:
ADR Group
160 Fleet Street
London EC4A 2DQ
Telephone: 020 3600 5050
Email: Consumer-dispute@ADRgroup.co.uk