Complaints Policy

Posted on October 15, 2025 by - Childcare Policies

  1. Purpose

At First Kick Football, we aim to provide a high-quality childcare and sports coaching service in partnership with parents and carers. If we fall short of this standard, we welcome complaints so that we can put things right and improve our practice.

This policy complies with the EYFS 2023 (paras 3.74–3.75), Keeping Children Safe in Education 2025, and FA safeguarding standards. 

  1. General Principles

– Complaints will always be taken seriously, investigated fairly, and responded to promptly.
– A summary of complaints is available for parents/carers on request.
– Records of complaints will be retained for at least three years.
– Where a complaint raises a safeguarding issue, the matter will be escalated to the Designated Safeguarding Lead (DSL), the Local Authority Designated Officer (LADO), or the police where appropriate. 

  1. Roles and Responsibilities

– The Manager will usually handle complaints.
– If the complaint is about the Manager, the Registered Person or Senior Manager will investigate.
– All complaints about staff are recorded in the Incident Log and Complaints Log. 

  1. Complaints Procedure

Stage 1 – Informal Resolution
– For complaints about general aspects of the club, the Manager will discuss the matter informally with the parent/carer and aim to resolve it.
– For complaints about a staff member, parents may raise it directly with that staff member if appropriate, or with the Manager who will mediate.

Stage 2 – Formal Written Complaint
– If informal discussion does not resolve the issue, the parent/carer should put the complaint in writing to the Manager.
– The Manager will:
  – Acknowledge receipt within 7 days.
  – Investigate and respond in writing within 28 days.
  – Share any changes to practice or policy that result from the complaint.
  – Arrange meetings with relevant parties if needed.

Safeguarding Complaints
– If a complaint raises a child protection concern, it will be referred immediately to the DSL, who may contact the LADO and follow safeguarding procedures.
– If a criminal offence may have been committed, the police will be informed. 

  1. Complaints to Ofsted

Parents/carers may make a complaint directly to Ofsted at any time:

Ofsted
Applications, Regulatory and Contact (ARC) Team
Piccadilly Gate
Store Street
Manchester
M1 2WD

Telephone (general enquiries): 0300 123 1231
Telephone (complaints): 0300 123 4666
Email: enquiries@ofsted.gov.uk 

  1. Review

This policy will be reviewed annually, or sooner if required by changes in legislation or practice.