Compliments and complaints

Feedback

We aim to give all our customers, families, local authorities, schools, and other agencies - the highest standards of service. We are committed to providing a safe, stimulating, consistent and accessible service to children and their parents/carers. We love to hear about your positive experiences.

We also accept that sometimes things do not always go to plan. In such circumstances, we want to know so that we can put them right and learn from our mistakes. We welcome feedback on all aspects of our work as it is invaluable in helping us evaluate and improve what we do.

Compliments, suggestions and any other general feedbackcan be sent by email to admin@creativekidz.org.uk or over the phone on 02380455699. We love to hear what you think of our service.

If you have a concern about any aspect of Creative Kidz work, try to have a chat about it with a member of our staff. Many issues are resolved in this way, but if you are still not happy, you may want to make a formal complaint.

Complaints procedure

  1. If for any reason your child encounters any problems please raise your concerns with the club supervisor or the Manager promptly. 
  2. Most importantly the Manager strongly feels that good communication between staff and parents/carers is very important, and staff/parents/carers should feel that the door is always open if anyone needs to “get anything of their chest” so to speak. 
  3. Should you have any concerns regarding your child’s time at CK, please in the first instance talk with the Play leader of the particular club? If you are not satisfied with the action taken, please then telephone one of the partners -Kelly or Brian Keeling on 02380455699. Should you wish to contact CK in writing please send written concerns to the address below: 


Creative Kidz C/o Mrs K or Mr BM Keeling. 120 Saltmakers House, Hamble Point Marina, Hamble, Southampton, Hampshire. SO31 4NB 

CK will investigate your concerns and respond within fifteen working days. A copy of the complaints procedure can be obtained from the Club Play leader and is available on Babysdays. 

This policy constitutes the Club’s formal Complaints procedure. It will be displayed on the premises at all times. 

Under normal circumstances. The Manager will be responsible for managing complaints. If a complaint is made against the Manager (who is the registered person) then Ofsted will conduct the investigation. All complaints made to staff will be recorded in the Club’s Incident Record Book. 

Testimonials

Sam and I would just like to thank you and everyone at Creative Kidz, it has been a fantastic service to us over the past seven years. I don't know what we would have done without it.

Thank you so much for fitting M*** in, he absolutely loves breakfast club and the girls that run it at St Johns are amazing with him.

Thank you for all your help in the past few years and we wish you well for the future.

I just wanted to give you a personal note of thanks to yourself, your husband and the rest of the team at Creative Kidz! Thank you for your support over the past 5 and a half years! You have seen the kids grow, helped out in difficult times and now it's time to see them off. With all our appreciation and wishing you the best for the future. The Roos family

Kelly that’s a brilliant report – well done to you & the Netley ladies; it’s a testament to the hard work & dedication you all put in.  Thanks for a fab Breakfast and After School Club setting

Thanks for your help and support for the past 15 months

Thank you for your service over the past 6 years, most particularly when there have been some challenges to overcome.

May I take this opportunity to thank you and all the staff that have cared for Mia over the past 6 years

Thanks to you and your team for looking after M****  over the past 5 years or so. Indeed the team you have in place at Hamble currently are superb.


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