Complaints Policy

Complaints Policy

1. Purpose

At Bake With Rana, we are committed to providing a safe, enjoyable, inclusive, and high-quality experience for all children and families. We welcome feedback and take complaints seriously, as they help us improve our service and ensure the wellbeing of every child attending our club.

2. Scope

This policy applies to:

• Children attending the club
• Parents and carers
• Staff, volunteers, and club leaders
• Any individual involved with or affected by the club's activities

3. Our Commitment

We will:

• Listen to concerns fairly and respectfully.
• Treat all complaints seriously and confidentially.
• Investigate complaints promptly and impartially.
• Keep all parties informed throughout the process.
• Use feedback to improve our services where appropriate.

4. Informal Resolution

Many concerns can be resolved quickly through informal discussion.

If you have a concern, please speak to:

• The Club Leader during collection time, or
• Contact us by email at info@ranasdelights.co.uk

We will aim to resolve informal concerns within 5 working days.

5. Formal Complaints Procedure

Step 1: Submit a Complaint

If the matter cannot be resolved informally, complaints should be made in writing and include:

• Your name and contact details
• The nature of the complaint
• Relevant dates, times, and details
• Any actions already taken to resolve the issue

Complaints should be sent to:

Rana Sadrehashemi
info@ranasdelights.co.uk

Step 2: Acknowledgement

We will acknowledge receipt of the complaint within 3 working days.

Step 3: Investigation

The complaint will be investigated by the owner or an appropriate member of management.

This may involve:

• Speaking with those involved
• Reviewing relevant records
• Gathering statements or evidence where necessary

Step 4: Outcome

A written response outlining the findings and any actions taken will normally be provided within 10 working days of receipt of the complaint.

If additional time is required, we will inform you of the reason and expected timescale.

6. Appealing a Decision

If you are dissatisfied with the outcome, you may request a review within 10 working days of receiving the response.

The review will be conducted by another appropriate representative of the organisation where possible, and a final decision will be provided in writing.

7. Complaints Relating to Safeguarding

Any complaint involving:

• Child protection concerns
• Allegations against staff or volunteers
• A child's welfare or safety

will be handled in accordance with our Safeguarding and Child Protection Policy and may be referred to relevant safeguarding authorities where required.

8. Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those who need it to investigate and resolve the matter, except where safeguarding or legal obligations require disclosure.

9. Record Keeping

A record of all formal complaints, investigations, outcomes, and actions taken will be maintained securely and in accordance with data protection requirements.

10. Monitoring and Review

This policy will be reviewed annually or sooner if legislation, guidance, or operational needs change.

Policy Owner: Rana Sadrehashemi
Policy Effective Date: November 2026
Version: 1.0