Complaints Policy
Policy Date: 01/01/2025
Next Review Date: 01/01/2026
1. Policy Statement
RoboThink is committed to providing high-quality educational experiences in a safe, supportive, and inclusive environment. We value all feedback—positive or negative—and take complaints seriously. This policy outlines how concerns from parents, carers, partners, or the public will be handled.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction—whether justified or not—about any aspect of our service, including:
- Conduct of staff or instructors
- Programme delivery or content
- Booking or administrative errors
- Child wellbeing or safety concerns
- Communication or professionalism
3. Guiding Principles
- Fairness: All complaints are handled respectfully and without bias
- Timeliness: We aim to resolve issues promptly
- Confidentiality: Complaints are kept confidential and only shared with relevant personnel
- Learning: Complaints are viewed as opportunities for improvement
4. How to Make a Complaint
Complaints can be submitted in the following ways:
Email: [email protected]
Phone: 078 8886 5338
In writing or in person to:
RoboThink Head Office
34 Church Road, Stanmore, HA7 4AL
5. Complaints Process
Stage | What Happens |
Informal Resolution | We encourage you to first speak directly to the staff member involved or raise your concern via email. Most issues can be resolved quickly and informally. |
Formal Complaint | If unresolved, please submit a formal complaint in writing. It will be acknowledged within 3 working days. |
Investigation | A manager or designated complaints officer will investigate and respond within 10 working days. |
Outcome | You will receive a written outcome explaining findings and any actions taken. |
Appeal | If unsatisfied, you may escalate the complaint to the Director for final review. |
6. Record Keeping
All formal complaints are logged, including the date, issue, investigation process, outcome, and actions taken. Complaint records are stored securely for a minimum of 3 years.
7. Unreasonable Complaints
While we welcome all feedback, repeated or abusive complaints that become vexatious may result in restricted communication methods.
8. External Resolution
If a serious issue remains unresolved or relates to safeguarding, we may advise you to contact:
- The local authority safeguarding team
- Trading Standards
- Ofsted (if applicable to camps or educational delivery)
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