PARENTAL / CHILD COMPLAINT: 

• Parent e-mails Odette Cohen to detail complaint. 

• Odette Cohen replies within 1 working day with either full response or confirmation of investigation commencing. 

• Odette Cohen instigates investigation seeking evidence from staff team, children in attendance, witnesses as relevant. 

• Conclusion of investigation and next steps communicated in writing to staff team and parents. 

• Policies and procedures updated where necessary. 

• School informed where necessary. 

• If complainant is not satisfied with The Club response additional conversations and actions may be put in place. 

• Complainant will be reminded of their right to escalate their complaint to school and/ or OFSTED. 

 

STAFF COMPLAINT: 

• Staff member to contact Odette Cohen in the first instance. 

• Odette Cohen replies within 1 working day with either full response or confirmation of investigation commencing. 

• Odette Cohen instigates investigation seeking evidence from staff team, children in attendance, witnesses as relevant. 

• Conclusion of investigation and next steps communicated in writing to staff member and team. 

• Policies and procedures updated where necessary. 

• School informed where necessary. 

• If complainant is not satisfied with The Club response additional conversations and actions may be put in place. 

• Complainant will be reminded of their right to escalate their complaint to OFSTED.