APF has a set procedure for addressing complaints. Removing children from a camp prior to a complaint being formally presented, forfeits access to or continuation with these procedures. The complaints procedure should be used only when informal attempts to resolve problems have been unsuccessful.
In the first instance, APF encourages any issues to be discussed with the Camp Manager who is responsible for the day to day operations of the camp.
If there is still dissatisfaction after the response and feedback from the Camp Manager, APF requests that the complaint is made to APF Head Office by completing the camp-related Complaints Form which can be obtained from email@example.com
The matter will be fully investigated. The investigation may include such elements as interviewing on-site staff and referring to external agencies such as local authority, environmental health departments or social services. A full response to the complaint will be sent to the parent(s)/guardian(s) well within the 28 days stipulated by Ofsted – APF’ target response time is 7 days.
If there is a serious concern(s) APF encourage the complainant to contact APF’ Customer Services team on 07555748776 so the operations team can begin to investigate immediately. The person carrying out the investigation will review the way the complaint has been handled by APF and will ensure that the issues have been dealt with properly and fairly.
If the complainant is not satisfied with the result from Step 2, they may choose to refer the complaint to Step 3 of the procedure. This must be done in writing to APF Head Office within 15 days of the completion of Step 2. At this stage, the complaint will be considered under the guidance of the Managing Director of APF.
The complainant will be informed in writing of the results of this review:
The general principle is that APF should be able to produce documentary evidence to show that the complaint has received fair and proper consideration within the procedure set out here. If the Managing Director has any concerns, he/she may ask the Senior Management Team of APF to re-open the investigation. The complainant will be kept informed of any delay. If the issue is still not resolved the complainant may wish to put the complaint to Ofsted.
Parent(s)/guardian(s) have the right to contact Ofsted if they feel they have not received a satisfactory response to their complaint. Ofsted can be contacted on 0300 123 1231. Parent(s)/guardian(s) should provide the camp registration number to Ofsted. For Registration numbers call our customer services team or ask at the camp itself. Alternatively, they can write to: The National Business Unit, Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD.
Monitoring and review
APF monitors the complaints procedure in order to ensure that all complaints are handled properly. APF logs and records all formal complaints received which are stored at Head Office and against specific camps. The senior management team will examine how they were resolved, and on an annual basis, consider the need for changes if required.