Complaints Policy

D.R Sports aims to work in partnership with parents to provide high-quality childcare. Please tell us when something falls short so we can investigate and improve.

Raise a concern

Contact David Richards, Manager, at admin@drsportsclubs.co.uk or 07739 424 270. Include the activity, date, what happened and the outcome you are seeking. If the complaint concerns the manager, say this clearly: the registered person or another senior member of staff will investigate under our policy.

Stage one: informal discussion

The manager will discuss the concern with the parent or carer and aim to reach a satisfactory resolution. Where appropriate, a concern about a staff member may be discussed with that person; if this is inappropriate, raise it with the manager.

Stage two: written complaint

If informal discussion does not resolve the matter, put your complaint in writing to the manager using the email above. We will acknowledge receipt within seven days, investigate and notify you of the outcome within 28 days. We will provide a written response explaining the outcome and any recommended changes to our practices or policies, and arrange a discussion with relevant parties where appropriate.

Records

Complaint records are kept for at least three years. A summary is available to parents on request, with personal information handled confidentially. The policy is displayed at the premises.

Safeguarding concerns

Child-protection concerns are handled promptly under our safeguarding procedures and referred to the appropriate safeguarding authorities. Do not wait for the ordinary complaints process if a child may be at risk. Call 999 if a child is in immediate danger; otherwise contact children’s social care or the police on 101.

Contacting Ofsted

For concerns about provision registered with Ofsted, contact enquiries@ofsted.gov.uk or 0300 123 4666. Ofsted reviews the information and decides what action to take; it cannot resolve individual disputes with a provider. See GOV.UK: complain about childcare. This route applies to registered provision, rather than every D.R Sports activity.

Website information prepared from the supplied D.R Sports Complaints Policy, 12 October 2026.