Platform Cricket Complaints Procedure

We strive to provide an outstanding service for all children and schools within our programme. The CEO and staff work hard to create productive environments and build positive relationships with children, families and other partners but we recognise there are times when things go wrong, when concerns arise and disagreements can occur. These can usually be resolved by speaking to the right person at the right time, and most concerns can be sorted out informally.

Where this is not possible, we have a Complaints Procedure to help guide all parties through a more formal process.

If you are unhappy about anything to do with our charity or its services, please take time to consider the matter thoroughly. Remember there is often more than one perspective of an incident or situation. If you wish to proceed with a complaint, please think clearly about what you hope will happen as a result. It might help to talk this through with a friend or relative.

If you do proceed with a complaint, please remember that:

• There is a possibility that your initial contact may be the first time we become fully aware of the matter and your feelings about it, so we may need some time to investigate and respond
• We will be extremely saddened and concerned that anyone has had an unsatisfactory experience in/of our services
• Although you want to change a situation and see some correction, improvement or apology, you also want it to end on a positive note with no bad feelings

If you feel that your complaint can be resolved informally, please approach the relevant member of staff in the first instance.

If you do not feel that it is appropriate for the complaint to be addressed by the member of our staff you work most closely with, or you have tried this and believe their response to be unsatisfactory please follow our Complaints Procedure below and contact the charity's CEO directly.