Complaints Procedure

The Playing Space welcomes suggestions and comments from parents and students, and takes seriously complaints and concerns they may raise. The following shows you how to use our complaints procedure.

A complaint will be treated as an expression of genuine dissatisfaction, which needs a response.

We wish to ensure that:

  • parents wishing to make a complaint know how to do so;
  • we respond to complaints within a reasonable time;
  • we respond to complaints in a courteous and efficient way;
  • parents realise that we listen and take complaints seriously;
  • we take action where appropriate.
  1. In the first instance please address your concerns to the member of staff most closely concerned with the issue. Feel free to contact them by phone, letter, email or in person stating as clearly as possible what is troubling you.
  2. If another child is involved please do not approach them or their parents directly with your concerns, but allow us to mediate.
  3. We hope that the matter will be resolved quickly and that you will be satisfied with the response. If however you feel that your concern or suggestion has not been considered fully or fairly then you can make an official complaint to Gabrielle Maddocks, Artistic Director,
    who is designated Complaints Co-ordinator.
  4. The Complaints Co-ordinator will discuss matters with you in private, to hear whatever matters you wish to draw to her attention, and to resolve the problem in a mutually satisfactory way.
  5. In the event that you are dissatisfied with the Complaints Co-ordinator decision, you may renew the complaint before the Administrative Director, Steven Maddocks, who will hear in private your grievance and make a fresh and independent decision upon your complaint.
  6. In the event that the complaint involves allegations against the Complaints Co-ordinator, the Complaints Co-ordinator shall direct that the renewed hearing of the complaint shall be heard before the Administrative Director who will hear in private your grievance and make
    a fresh and independent decision upon your complaint.
  7. After Complaints have been heard by the Complaints Co-ordinator and/or the Administrative Director, the matter shall be considered closed and any decision made is final.
  8. If you are not satisfied with how your complaint has been handled, then please contact Ofsted on 0300 123 1231.