1. Making a Complaint

Anyone who interacts with DJ's Play, including customers, guests and partners, may make a complaint if they are dissatisfied with our services, facilities or conduct.

Complaints must be submitted in writing to:

info@djsplay.co.uk

Please include:

• Your name and contact details
• Details of your complaint including what happened, when and where
• Names of anyone involved if known
• Any relevant evidence such as photographs or documents

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 our management team.

This may include:

• Speaking with team members involved
• Reviewing relevant documents and records
• Reviewing CCTV footage where available
• Assessing relevant policies and procedures

We aim to complete investigations within 3 working days. More complex cases may require additional time. If this is the case, we will keep you informed of progress and expected timescales.

4. Response

You will receive a written response outlining:

• The outcome of the investigation
• Any actions taken or proposed
• Your right to escalate the complaint if you remain dissatisfied

5. Escalation

Your initial point of contact should be:

• Site Supervisor
• Play Centre Manager

Should your complaint require further escalation, it will be reviewed by our Operations Manager, who will conduct a further investigation and provide a response within 2 working days.

If additional time is required, you will be informed accordingly.

6. Continuous Improvement

Complaints are regularly reviewed to identify trends, recurring issues and opportunities for improvement. Findings may be used to inform staff training, policy updates and service enhancements.

Contact Information

DJ's Play

info@djsplay.co.uk

01442 232 580