Little Project Manager welcomes feedback as an opportunity to improve our services. We are committed to handling complaints fairly, efficiently, and respectfully. We aim to resolve most concerns informally and as close to the point of service as possible.

This policy covers dissatisfaction with:

• The quality of workshop delivery or materials.
• Staff conduct or inappropriate behavior.
• Health and safety concerns at a venue.
• Failure to provide agreed-upon support (including SEND adjustments).
• Note: Safeguarding or child protection allegations follow a separate procedure outlined in our Safeguarding Policy.

In line with UK government guidance, we follow a staged approach to ensure clarity and fairness.

Step 1: Informal Resolution (The "Frontline")
Most issues can be resolved immediately by speaking with the Lead Facilitator at the workshop. We encourage parents to raise concerns on the spot to allow for an immediate apology or adjustment.

Step 2: Formal Complaint (Stage 1)
If you are dissatisfied with the informal response, you may submit a formal complaint in writing (email) to our General Manager.

• Acknowledgement: Within 3 working days.
• Investigation: We will investigate the facts and may interview staff involved.
• Resolution: A written response will be provided within 10 working days.

Step 3: Senior Review (Stage 2)
If the Stage 1 response does not resolve the matter, you may request a review by the General Manager of Little Project Manager.

• Timeline: Request must be made within 10 days of the Stage 1 decision.
• Resolution: A final internal decision will be issued within 20 working days.

Step 4: Mediation (Optional)
If a breakdown of trust has occurred, we may suggest an independent mediator to help both parties reach a respectful agreement.

Step 5: External Escalation
If you feel we have blocked the complaints process or failed to follow this policy, you may contact:

• The Department for Education (DfE): For concerns about the management of the setting.
• The Charity Commission: (Only if the provider is registered as a charity).
• The Police / LADO: If the complaint involves a criminal allegation or safeguarding risk.

To ensure a positive outcome for the child, we ask that all parties adhere to the following 2026 UK standards:

• Respectful Engagement: Avoid personal attacks on staff or aggressive behavior. We reserve the right to pause the process if communication becomes abusive.
• Social Media: We strongly discourage the use of social media to "crowd-source" complaints or publicize disputes before they are resolved internally.
• AI Usage: While we accept AI-assisted drafting, we urge parents to use AI with caution. AI often misinterprets specific UK education laws, which can make the resolution process more complex and slower.

Little Project Manager maintains a Complaints Register. We review this quarterly to identify patterns (e.g., recurring issues with a specific venue) and update our staff training or workshop content accordingly.