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Complaints Procedure Policy

The Shades of the Life Oxford Digital Design and Visual Art Studio
Bright Future Innovators Camp & Mystery Missions Camp
Last Reviewed: 10. 05. 2025.

 

1. Introduction
The Shades of the Life Oxford Digital Design and Visual Art Studio (SOL) is committed to providing a high-quality service to children, parents, carers, and all stakeholders. We welcome feedback and take complaints seriously as they offer an opportunity to improve our services. This policy outlines the procedures to be followed when a complaint is raised.

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2. Aims

  • To ensure that complaints are handled promptly, fairly, and sensitively.

  • To make it easy for individuals to voice concerns and feel confident they will be taken seriously.

  • To resolve complaints at the earliest possible stage.

 

3. Scope
This policy applies to all staff, volunteers, parents, carers, children, and external partners who interact with SOL’s camps and activities.

 

4. Informal Complaints
Many issues can be resolved quickly and informally. If a parent or stakeholder has a concern, they are encouraged to speak with the Camp Manager or relevant staff member in the first instance.

 

5. Formal Complaints Procedure
If the issue cannot be resolved informally, the complainant should follow the formal process:

Step 1 – Submit Complaint

  • Complaints should be made in writing (email or letter) to the Camp Manager or DSL.

  • Include full details of the complaint, relevant dates, and the outcome desired.

Step 2 – Acknowledgement

  • A written acknowledgement will be sent within 3 working days of receipt.

Step 3 – Investigation

  • The complaint will be investigated by the Camp Manager or a senior member of staff.

  • Investigations will be thorough, objective, and confidential.

Step 4 – Outcome and Response

  • A written response outlining the findings and actions taken will be provided within 10 working days of acknowledgement.

Step 5 – Appeal

  • If unsatisfied with the outcome, the complainant may escalate the issue to the Director/CEO in writing.

  • A final response will be issued within 10 working days of receipt of the appeal.

 

6. Record Keeping

  • A record of all complaints, investigations, and outcomes will be kept securely for a minimum of 3 years.

  • These records will be made available to relevant regulatory authorities on request.

 

7. Confidentiality

  • Complaints will be handled confidentially. Only those directly involved will have access to information about the complaint.

 

8. Monitoring and Review

  • The policy will be reviewed annually or following any significant incidents or updates to statutory guidance.​

 

9. Contact Details


For formal complaints, please contact:


Gyongyi Domokos – Designated Safeguarding Lead (DSL) and CEO

gyongyidomokos@theshadesofthelife.com I +44/(0)7380410465

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