Engineering Minds' COMPLAINTS Policy 


1. Policy Statement

At Engineering Minds, we are committed to providing high-quality and enjoyable learning experiences for all children. We take all feedback seriously and recognise that, occasionally, parents or carers may wish to raise a concern or complaint. We aim to handle all complaints fairly, promptly and sensitively.

We welcome suggestions that may help us to improve our services, and we treat all complaints as opportunities to learn and grow.


2. Who This Policy Is For

This policy is for:

  • Parents and carers of children attending our clubs

  • School partners or venues we work with

  • Any other stakeholders who engage with our services


3. How to Raise a Concern or Complaint

a) Informal Complaints

We encourage parents to speak informally to the club tutor at the end of the session if they have a minor concern. Many issues can be resolved quickly and effectively this way.

If the issue cannot be resolved informally or is more serious in nature, please follow the formal complaints procedure below.


4. Formal Complaints Procedure



Step 1: Submitting a Complaint

Complaints should be submitted in writing via email to:
 info@engineeringminds.org.uk

Please include:

  • Your name and contact details

  • Your child’s name and club location

  • A clear description of the complaint

  • What outcome or action you are seeking

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Step 3: Investigation

The complaint will be reviewed by a senior member of the Engineering Minds team (usually a director or safeguarding lead). We may contact you for more details and to discuss the issue further.

Step 4: Response

You will receive a formal written response within 10 working days of the complaint being acknowledged. We will explain:

  • The outcome of the investigation

  • Any actions taken or planned

  • Any further steps you may take


5. Unresolved Complaints

If you are not satisfied with the outcome, you may request that the complaint be escalated to a senior manager or company director. We will review the case and provide a final response within 7 working days.



6. Contacting Ofsted


If your complaint relates to our compliance with childcare regulations or safeguarding, and you believe it has not been resolved appropriately, you can contact Ofsted directly:

Ofsted Contact Information
Email: enquiries@ofsted.gov.uk
Telephone: 0300 123 1231
Address: Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD


7. Confidentiality

All complaints will be handled with confidentiality and in accordance with our Data Protection Policy. Only those directly involved will be informed of the details.


8. Monitoring and Review

All complaints are logged and monitored by Engineering Minds leadership. We regularly review complaints to identify any patterns or improvements needed in our service.



Last reviewed: 7th July 2025
Next review due: 1st July 2026