Complaints Policy

Last updated: 21 October 2025

1. Purpose

BoboKids Art Club is committed to providing a high-quality, safe, and enjoyable learning environment for all children and families.
We welcome feedback from parents, carers, and participants, and we take any concerns or complaints seriously.
This policy explains how you can raise a concern and how it will be handled fairly, promptly, and respectfully.

2. Principles

  • All concerns and complaints are treated seriously, confidentially, and without discrimination.

  • Complaints will be handled promptly, and every effort will be made to resolve matters informally where possible.

  • We aim to respond with honesty, professionalism, and fairness.

  • Safeguarding concerns will always be prioritised and handled in line with the Child Protection and Safeguarding Policy.

3. Informal Resolution (Step 1)

If you have a concern or are unhappy about any aspect of our classes or communication, please raise it directly with our Founder via email:

hello@bobovoxstudio.com

Most issues can be resolved quickly through open conversation.
You may raise the concern verbally after class or in writing via email.

4. Formal Complaint (Step 2)

If your concern cannot be resolved informally, or you wish to make a formal complaint, please do so in writing to the same contact details above.
Please include:

  • Your name and contact details.

  • The nature of the complaint, including dates and details of the issue.

  • Any steps already taken to resolve it.

You will receive written acknowledgment of your complaint within 5 working days.
A full written response will normally be provided within 14 working days after a careful review of the matter.

5. Further Action (Step 3)

If you remain dissatisfied with the outcome, you may request an independent review by an external advisor (for example, a local authority contact, community partner, or safeguarding professional, depending on the nature of the complaint).
This will be arranged within 28 days of your request wherever possible.

If the complaint relates to a safeguarding or child protection concern, it will be referred directly to the appropriate local authority or safeguarding board in line with statutory guidance.

6. Record Keeping

All complaints, actions taken, and outcomes will be recorded and stored securely in accordance with the Data Protection Act 2018 and UK GDPR.
Records are kept for monitoring and improvement purposes but remain confidential.

7. Policy Review

This policy is reviewed annually or sooner if needed to ensure it remains fair, accessible, and in line with current best practice and legislation.

8. Contact Information

Bobovox Studio / BoboKids Art Club
hello@bobovoxstudio.com