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Complaints Procedure Policy

1. Purpose

The Cookery Cabin is committed to providing a safe, respectful, and inclusive environment for all children, families, and class leaders.

 

We recognise that, on occasion, concerns or complaints may arise. This policy explains how complaints will be handled fairly, consistently, and in a timely manner.

 

We aim to:

  • Resolve concerns as quickly and informally as possible where appropriate

  • Treat all complaints seriously and with respect

  • Ensure fairness, transparency, and consistency

  • Learn from feedback to improve our services

 

2. Scope

This policy applies to all complaints relating to:

  • Cookery classes and courses

  • Class leaders

  • Behaviour of participants or parents/carers

  • Facilities, procedures, or service delivery

  • Equality, diversity, and inclusion concerns

  • Safeguarding concerns

 

3. Principles

The Cookery Cabin will:

  • Treat all complaints with seriousness and respect

  • Handle complaints promptly and fairly

  • Maintain confidentiality where appropriate

  • Avoid discrimination or bias in handling concerns

  • Ensure no individual is treated unfairly for making a complaint

 

We will also ensure that complaints are handled in line with our Code of Conduct and Equality, Diversity and Inclusion Policy.

 

4. Informal Resolution

In many cases, concerns can be resolved quickly and informally.

Where appropriate, complainants are encouraged to:

  • Speak directly to a class leader at an appropriate time

  • Raise concerns calmly and respectfully

  • Allow reasonable time for the issue to be addressed

 

Class leaders are expected to:

  • Listen respectfully

  • Attempt to resolve issues where appropriate

  • Escalate concerns to management if they cannot be resolved immediately

 

5. Formal Complaints Procedure

If a concern cannot be resolved informally, or if the complainant wishes to make a formal complaint, the following process applies:

 

Step 1: Submission

Complaints should be submitted to The Cookery Cabin management in writing via email.

 

Where needed, support will be provided to help a complainant submit a complaint.

 

Step 2: Acknowledgement

The complaint will be acknowledged within a reasonable timeframe.

 

Step 3: Investigation

The Cookery Cabin management will:

  • Review all relevant information

  • Speak to relevant class leaders, or witnesses if necessary

  • Consider any supporting evidence provided

  • Apply fairness and impartiality throughout

 

Step 4: Outcome

Once the investigation is complete, a response will be provided outlining:

  • The outcome of the complaint

  • Any actions taken (if applicable)

  • Any changes or improvements identified

 

6. Timescales

The Cookery Cabin aims to:

  • Acknowledge complaints promptly

  • Resolve most complaints within a reasonable timeframe

 

If delays occur, the complainant will be informed and updated.

 

7. Confidentiality

All complaints will be handled sensitively and confidentially.

Information will only be shared with those who need to know in order to investigate and resolve the issue.

 

8. Safeguarding Concerns

If a complaint involves safeguarding concerns relating to a child or vulnerable person, it will be treated in line with safeguarding procedures.

 

In such cases:

  • Immediate action may be taken

  • External agencies may be contacted where required

  • Confidentiality may be limited where necessary to protect individuals

 

9. Equality, Diversity and Fair Treatment

The Cookery Cabin is committed to ensuring that:

  • All complaints are handled fairly and without discrimination

  • No one is treated less favourably for raising a concern

  • Complaints are assessed in line with our Equality, Diversity and Inclusion Policy

  • Reasonable adjustments are made where required to support accessibility

 

10. Class Leader Conduct During Complaints

Class leaders must:

  • Remain professional and respectful at all times

  • Not engage in disputes with complainants

  • Escalate concerns to management rather than attempting formal resolution outside their role

  • Maintain confidentiality

 

11. Unreasonable or Persistent Complaints

In rare cases where complaints are deemed unreasonable, excessive, or abusive in nature, The Cookery Cabin may:

  • Limit communication methods

  • Require communication to be in writing only

  • Take appropriate steps to protect class leaders and operations

 

12. Outcomes and Learning

Where appropriate, The Cookery Cabin will:

  • Use complaints as an opportunity to improve services

  • Review procedures or training where needed

  • Ensure lessons learned are applied to future practice

 

13. Review

This policy will be reviewed regularly to ensure it remains effective, fair, and in line with best practice and relevant safeguarding and equality legislation.

 

14. Agreement

By attending or engaging with The Cookery Cabin, all participants, parents, carers, and staff agree to follow this Complaints Procedure and support a respectful and constructive resolution process.

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