Complaints procedure

Purpose
This procedure outlines how we handle complaints to ensure they are resolved promptly, fairly, and consistently. We value feedback and see complaints as an opportunity to improve our services.

1. Making a Complaint

Anyone who interacts with our organization (customers, clients, partners, etc.) can make a complaint if they are dissatisfied with our products, services, or conduct.

Complaints must be made in writing to:

Email: info@djsplay.co.uk

Please provide:

Your name and contact information
Details of the complaint (what happened, when, where, who was involved)
Any relevant evidence (e.g., documents, photos)

2. Acknowledgement

We will acknowledge receipt of your complaint within 1 working day of receiving it.

3. Investigation

Complaints will be investigated by an appropriate member of staff. This may involve:

Speaking with those involved
Reviewing relevant documents and CCTV
Assessing policies and procedures

The investigation should be completed within 3 working days though complex cases may take longer. If more time is required, we will keep you informed of progress and expected timelines.

4. Response

You will receive a written response outlining:

The outcome of the investigation
Any action taken or proposed
Your right to escalate the complaint if dissatisfied

5. Escalation

Your first point of contact is:

Site Supervisor
Play Centre Manager

Should your complaint need to be escalated further, our Operations manager will manage your complaint, they will conduct a further review and respond within 2 working days - should this need to take longer you will be notified.