1. Our Commitment

Giggle Wiggle & Grow is committed to providing a safe, welcoming and enjoyable environment for children, families, visitors and staff.

We aim to provide high standards across our soft play café, sensory play sessions, parties, group bookings, school holiday activities and HAF-funded provision.

We understand that sometimes things may not go as expected. When concerns or complaints are raised, we will aim to listen, respond fairly and use feedback to improve our services.

2. Scope of This Policy

This policy applies to complaints relating to:

• public soft play sessions;

• sensory play sessions;

• café visits;

• food and drink;

• birthday parties and group bookings;

• customer service;

• bookings, cancellations and refunds;

• health and safety concerns;

• SEND and inclusion;

• HAF-funded provision;

• school holiday activities;

• behaviour or conduct concerns;

• website enquiries and communication.

Safeguarding concerns will be handled in line with our Safeguarding & Child Protection Policy. If a child is at immediate risk of harm, emergency services should be contacted by calling 999.

3. Raising a Concern During Your Visit

If you have a concern during your visit, please speak to a member of staff as soon as possible.

We will always try to resolve concerns quickly and fairly at the time, where possible.

This may include concerns about:

• cleanliness;

• customer service;

• food or drink;

• play area rules;

• behaviour of another visitor;

• a booking issue;

• an accident or incident;

• facilities;

• accessibility;

• sensory needs;

• SEND support;

• anything affecting your visit.

Where a concern cannot be resolved immediately, it may be passed to a manager or business owner for review.

4. Making a Formal Complaint

If you wish to make a formal complaint, please contact us using the details below:

Giggle Wiggle & Grow
10 Birmingham Road
Coleshill
B46 1AA

Telephone: 07545 401882
Email: gigglewigglegrowltd@gmail.com

Please include:

• your full name;

• your contact details;

• the date and time of your visit or booking;

• the name of the child or booking, where relevant;

• details of your concern or complaint;

• names of any staff involved, if known;

• what outcome you are hoping for;

• any supporting information, such as photographs, booking confirmations or messages.

Please avoid sending sensitive information through public social media comments. If your complaint involves a child, safeguarding concern, medical information, allergy information or personal family circumstances, please contact us privately.

5. How We Will Handle Complaints

When we receive a complaint, we will aim to:

• acknowledge the complaint as soon as reasonably possible;

• review the information provided;

• speak with relevant staff where needed;

• check booking, attendance, accident, incident or communication records where relevant;

• consider any relevant policies, procedures or terms;

• respond fairly and respectfully;

• explain any action we are able to take.

We may contact you for further information if needed.

6. Response Times

We will aim to acknowledge formal complaints within 5 working days.

We will aim to provide a full response within 14 working days where possible.

Some complaints may take longer to investigate, especially if they involve safeguarding, accidents, HAF provision, multiple parties, staff absence, external agencies or the need to review records. If we need more time, we will aim to let you know.

7. Complaints About Safeguarding

Safeguarding concerns will be treated seriously and handled in line with our Safeguarding & Child Protection Policy.

If a complaint suggests that a child may be at risk of harm, we may need to share information with appropriate safeguarding agencies, such as children’s social care, the police, the local authority, the Local Authority Designated Officer, Ofsted or the HAF team where applicable.

We may not be able to share full details of safeguarding actions taken, particularly where confidentiality, child protection or legal obligations apply.

8. Complaints About HAF or School Holiday Provision

Where a complaint relates to HAF-funded provision or school holiday activities, Giggle Wiggle & Grow will review the complaint in line with this policy and any relevant HAF, local authority, safeguarding or funding requirements.

Where appropriate, information may be shared with the local authority or HAF team for monitoring, safeguarding, quality assurance or funding purposes.

Parents and carers may also be able to raise concerns directly with the local authority or HAF programme team. Details will depend on the local authority arrangements in place.

9. Complaints About Food, Allergies or Health and Safety

Complaints about food, allergens, hygiene, accidents, incidents or health and safety will be reviewed carefully.

Where appropriate, we may check:

• food records;

• allergen information;

• staff notes;

• accident or incident records;

• cleaning records;

• booking details;

• CCTV footage, where available and appropriate;

• relevant policies or procedures.

If a complaint involves a serious accident, injury, food safety concern or health and safety matter, we may need to report or escalate it to the relevant authority, insurer or professional adviser.

10. Complaints About Staff

Complaints about staff behaviour or conduct will be treated seriously.

We will aim to review the concern fairly and sensitively. This may include speaking with the staff member involved, reviewing records and considering whether any action, support or training is needed.

Where a complaint raises a safeguarding concern about a staff member, volunteer or adult working with children, it will be handled in line with our Safeguarding & Child Protection Policy and relevant local safeguarding procedures.

For confidentiality reasons, we may not be able to share details of any internal staff action taken.

11. Complaints About Other Visitors

If your complaint relates to the behaviour of another visitor, parent, carer or child, please speak to staff as soon as possible.

We will aim to manage behaviour concerns fairly and in line with our Terms & Conditions, Health & Safety / Visitor Rules Policy and Safeguarding & Child Protection Policy where relevant.

We may not be able to share personal information about another family or visitor, but we will take reasonable steps to respond to concerns affecting safety, behaviour or enjoyment of the venue.

12. Refunds, Credits and Booking Disputes

Complaints about refunds, credits, transfers, cancellations or booking disputes will be considered in line with our Terms & Conditions and any booking information provided at the time of purchase.

Where Giggle Wiggle & Grow has cancelled a session or is unable to provide the service booked, we will aim to offer a fair remedy, such as a transfer or refund where appropriate.

Where a customer has missed a session, arrived late, cancelled at short notice or breached the venue rules, refunds or transfers may not be available unless agreed at our discretion.

13. Escalation

If you are unhappy with our response, you can ask for your complaint to be reviewed again.

Where possible, the review will be carried out by the business owner or a senior member of staff who was not directly involved in the original issue.

After this review, our response will usually be considered final unless external requirements apply, such as safeguarding, HAF, Ofsted or legal procedures.

14. Anonymous Complaints

Anonymous complaints may be difficult to investigate fully, especially if we cannot contact the person making the complaint for more information.

However, we will still consider any information provided and take action where appropriate, particularly where the complaint raises safeguarding, safety, food hygiene, behaviour or welfare concerns.

15. Social Media Complaints

We understand that customers may sometimes raise concerns through social media.

Where possible, complaints should be sent privately by email, telephone or direct message so we can understand and respond properly.

Giggle Wiggle & Grow may hide, delete or report public comments that are abusive, threatening, discriminatory, offensive, misleading, unsafe, spam, or that breach the privacy of children, families, staff or visitors.

We ask all customers to communicate respectfully when raising concerns.

16. Records and Confidentiality

We may keep records of complaints, concerns, investigations, responses and actions taken.

Complaint records will be handled confidentially and in line with our Privacy Policy.

Information will only be shared where necessary to investigate the complaint, protect children, meet legal or regulatory obligations, respond to insurers or professional advisers, or comply with HAF/local authority requirements.

17. Learning from Complaints

Giggle Wiggle & Grow will use complaints and feedback to help improve our services.

This may include:

• reviewing policies or procedures;

• providing staff training;

• improving communication;

• updating website information;

• reviewing booking processes;

• improving cleaning, safety or supervision arrangements;

• making reasonable adjustments where possible.

18. Linked Policies

This policy should be read alongside our:

• Terms & Conditions;

• Safeguarding & Child Protection Policy;

• Food & Allergens Policy;

• SEND & Inclusion Policy;

• Health & Safety / Visitor Rules Policy;

• Photography & Social Media Policy;

• Privacy Policy;

• HAF Parent Agreement, where applicable.

19. Review of This Policy

This policy will be reviewed regularly and updated where necessary, including where there are changes to:

• services provided;

• HAF or local authority requirements;

• safeguarding guidance;

• venue operations;

• customer feedback;

• legal or regulatory requirements.

20. Contact

Giggle Wiggle & Grow
10 Birmingham Road
Coleshill
B46 1AA

Telephone: 07545 401882
Email: gigglewigglegrowltd@gmail.com
Website: www.gigglewiggleandgrow.co.uk

If you have a concern or complaint, please contact us as soon as possible so we can try to resolve the matter fairly.