Complaints
At Steppin Out Stars of Tomorrow we strive to give the highest standard of educational Performing Arts training always combined with professional customer service. We understand that things don’t always go to plan and that sometimes we may not live up to your expectations. If this happens, we want you to let us know and to give us the opportunity to put things right as quickly as possible. If however, you feel we haven’t resolved the issue, we have a clear and simple procedure in place to make sure we handle your complaint fairly, sensitively and in a professional manner.
COMPLAINTS PROCEDURE
We aim to resolve your concerns as quickly as possible and most issues can be resolved at the initial point of contact with us.
Step 1:
If you remain dissatisfied, you may wish to make a formal written complaint. You can complain via email and send it to:
Siobhan Stiles (Head of Administration) at admin@steppinoutstars.co.uk
It would help us to deal with your complaint more effectively if you could provide the following information:
- Exactly what the problem is and how it occurred
- How it has affected you
- What you consider should be done to put it right
We will acknowledge receipt of your complaint within 2 working days of receipt.
We will then fully investigate and provide you with a full response which outlines the findings of any investigation and, wherever possible, resolve the matter to your satisfaction.
We will also keep each stage of the complaint’s procedure independent and as impartial as possible.
Step 2:
Whilst we will do our best to ensure your complaint is resolved in the first stage, we understand that you may still not be satisfied with the initial response letter you receive. If this is the case you may write to:
Shelley Otway-Wood (CEO) at shelley@steppinoutstars.co.uk
Step 3:
If you are still not satisfied then please contact:
Hayley Richardson, SEN, Safeguarding and Inclusion Director: 15 Sutton Close, Tring, Hertfordshire HP23 5HD
or email Richardsonhayley82@gmail.com
You have the right to escalate concerns to our Board of Directors:
John Davison ( Management, Staff, Assurance and Compliance Director)
Hayley Richardson (Sen, Safeguarding and Inclusion Director)
Helen Thompson (Teaching, Education and Shows Director)
Robert Wood (Operations Director)
Step 4:
You also have the right to escalate concerns to the Local Authority:
1. Children’s Social Care 0118 908 8002 triage@wokingham.gov.uk
2. Local Authority Designated Officer LADO@wokingham.gov.uk
3. Child Employment Officer childemployment@wokingham.gov.uk
We will always keep you informed regarding our investigation into the issues you raise.
Your complaint will be treated in the strictest confidence.
