How to make a complaint
GETTING THINGS RIGHT AND PUTTING THINGS RIGHT
Skool Is Out has established a complaints procedure and written standards for the care of the children in the club. These have been based on social work guidance and our club is inspected regularly by the Care Inspectorate (SCSWIS). If you have a concern, or feel you need to make a complaint, we want to hear from you so that we can help. We will deal with any concerns or complaints fairly, quickly and thoroughly and we will always inform you should you have any wait for a reply to your complaint.
We would request in the first instance, that you voice any concerns about any aspect of our service that you are unhappy with to the Peripatetic Childcare Manager. If, however, you feel you have not received a satisfactory response to your concerns or issues raised you can also contact the Director, Sheila Fox, who will be happy to arrange an appointment for you to come in and discuss any concerns or issues.
If you raise a concern or issue in an email or letter we would endeavour to answer your concern within a maximum of 10 days of receipt of your email, depending on the concern or issue, but we will acknowledge receipt of your email letter in the first instance.
Of course, if you are not happy with our service at any time, or if you have any concerns at all, you can also contact the Care Inspectorate directly via their Complaints Hotline on: 0345 600 9527 or by filling in a complaint form online via the Care Inspectorate Website.
The Care Inspectorate inspects our service unannounced at a frequency determined by past inspections. The Care Inspectorate are responsible for ensuring that Skool Is Out meets standards laid down by the Care Inspectorate under the Regulation of Care (Scotland) Act 2001.