Complaints Procedure

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.

In the first instance (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.

In the second instance (Formal)

If you are unhappy with our response you have the right to complain to the Leisure Services Manager within 10 working days who will thereafter endeavour to address and resolve your concerns within 10 working days.                                                                                                                                                       

Finally

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

Only in exceptional cases will the Clerk & Treasurer consider any complaint that has not been through the earlier stages.

If the Clerk & Treasurer 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 Clerk & Treasurer may dismiss the complaint and advise the complainant of the reasons for the decision. The Clerk & Treasurer will respond in writing to a letter of complaint within 10 working days, with as full a response as possible.

If the Clerk & Treasurer comes to the conclusion that there is substance to the complaint, the Clerk & Treasurer will decide on the relevant response in relation to the nature of the complaint. The Clerk & Treasurer will respond in writing to a letter of complaint within 10 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 30 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 10 working days for your response.

Contact Details

Mrs C Griffiths-Jackson                Leisure Services Manager                          01204 434793

Mr C L Fox                                        Clerk & Treasurer                                       01204 434751

If you prefer to write or email;

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

The Services Bursar
Bolton School
Chorley New Road
Bolton
BL1 4PA                             Clfox@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