Complaints Policy

We have a three-stage complaints procedure:

  • Stage 1: Informal – to the Centre Manager
  • Stage 2: Formal – to Kids’ City Head Office managers
  • Stage 3: Formal – to the Kids’ City Board of Trustees

Stage 1: Informal

We make every effort to resolve any complaints or difficulties informally. If you have a complaint about the after school club, breakfast club, Superheroes service or a holiday playscheme, please approach the Centre Manager, in the first instance, to discuss your concerns.

If after discussion, you feel your complaint has not been or cannot be resolved informally, you may use our formal written complaints procedure.

Stage 2: Formal Complaints to the Head Office managers

Address any formal complaint to:

Kids’ City Head Office, 1-4 Brixton Hill Place, London SW2 1HJ or info@kidscity.org.uk.

During term time or when holiday playschemes are operating, you should receive a response within 5 working days. During the school holidays our offices may be closed so it may take longer to provide a response.

Stage 3: The Board of Trustees

If you are unhappy with the response through the formal complaints procedure, please write to:

The Chairperson, Kids’ City Trustees, 1-4 Brixton Hill Place, London SW2 1HJ

The decision of the Trustees is final.

Safeguarding

If the complaint is about a Safeguarding issue please follow the Kids’ City Safeguarding Children Policy & Procedure.

Ofsted Complaints

Kids’ City playschemes meet the standards set by the Office for Standards in Education (Ofsted). In the event that you are unhappy with the quality of the services we provide at after school clubs and holiday playschemes and if you have been unable to resolve the problem locally, please write to Ofsted quoting our registration number. The Ofsted registration numbers of our centres are available from the Centre Manager and can also be found on our website.

The contact number for Ofsted is 0845 640 40 40

Emergencies & Child Protection Issues

If you have an urgent complaint, which is a child protection issue, please telephone immediately on either of these numbers:

Tel: 020 8678 5961

Tel: 020 8678 5963

Click here for the Safeguarding policy

If you have any questions regarding our policies and procedures please call our Operations Team on 020 8678 5962.