Home > Complaints Policy
This Policy is reviewed annually.
Written by (when): Sophie Watkinson (1st September 2025)
Reviewed by (when): Sophie Watkinson (September 2026)
We are committed to creating and maintaining a culture of transparency, honesty, and excellence in everything we do. We believe that all individuals who engage with our provision, including parents, carers, and members of the public, have the right to be treated with respect and to receive prompt, thoughtful responses to their needs, feedback, and concerns.
We welcome suggestions on how we can improve and value open communication. Most concerns can be resolved informally by speaking with a member of our team. However, if this does not lead to a satisfactory outcome, a formal complaints process is in place.
This policy lays out how to make a formal complaint
Please contact our Founder, Sophie Watkinson, as soon as possible by telephone or in writing:
Email: sophie.watkinson@stomping-grounds.org
Phone: 07736 990486
Letter: The Bank, Derwent Street, Chopwell, NE17 7HU
Please ensure that you state in the heading of your letter/email, or at the start of a phone conversation, that you are making a complaint.
Sophie will either handle your complaint personally or delegate it to a senior management team member if more appropriate or time-sensitive.
We will listen carefully, record your complaint, and explain how it will be handled.
We will investigate the issue thoroughly.
We will take action to resolve the problem and inform you of the steps taken.
We will implement measures to avoid a repeat occurrence.
At all times, we will treat you with understanding and respect, and we ask that you extend the same courtesy to our staff.
Confidential information related to your complaint will be handled sensitively and in accordance with GDPR legislation.
If you feel your complaint has not been adequately addressed or if you have concerns about the management of your complaint, you may escalate the matter to our Trustees:
Sian Jones - Trustee
Email: samantha.orde@stomping-grounds.org
Sian will investigate and provide a full and final response to your concerns.
Please Note
We are unable to respond to anonymous complaints or issues that fall outside the responsibility of our organisation.
All complaints will be recorded and dated in our complaints file. Once resolved, the outcome will also be recorded against the original complaint.
There are currently no site specific considerations.
There are currently no site specific considerations.
Stomping Grounds Forest Kindergarten will investigate written complaints relating to the fulfillment of the EYFS requirements and notify complainants of the outcome of the investigation within 28 days of having received the complaint.
Stomping Grounds Forest Kindergarten will keep a written record of any complaints, and their outcome. The record of complaints will be made available to Ofsted on request.
Stomping Grounds Forest Kindergarten notice board contains details about how to contact Ofsted, if they believe the provider is not meeting the EYFS requirements.