Complaints Procedure
At Creative Writing Workshops, we are committed to providing high-quality, safe online creative writing classes. We value feedback from participants and parents/guardians, and we recognise that complaints offer an opportunity to improve our services. This procedure outlines how to raise a concern or complaint and how it will be handled.
1. Scope
This policy applies to complaints regarding any aspect of Creative Writing Workshops’ online DofE Skills courses, including teaching quality, safeguarding concerns, administrative processes or any other related matter.
2. How to Make a Complaint
Complaints should be made in writing to the Designated Safeguarding Lead (DSL), Millie Stone, as soon as possible after the incident or concern arises.
- Email: info@creativewritingworkshops.co.uk
- Postal Address: Available upon request
Please include the following information to help us address your complaint effectively:
- Your full name and contact details (email and phone number).
- Your relationship to the participant (e.g., parent/guardian, participant, DofE Leader).
- The full name of the participant involved (if applicable).
- A clear, detailed description of the complaint, including dates, times and any relevant individuals involved.
- Any supporting documentation or evidence.
- What outcome you are seeking.
3. Stages of the Complaints Procedure
Stage 1: Informal Resolution (Recommended)
We encourage individuals to first attempt to resolve minor concerns informally by contacting Millie Stone directly via email. Many issues can be resolved quickly and satisfactorily at this stage.
Stage 2: Formal Complaint Submission
If an informal resolution is not possible or appropriate, or if the complaint is serious, please submit a formal written complaint as outlined in Section 2.
Stage 3: Acknowledgment
Upon receipt of a formal written complaint, Creative Writing Workshops will:
- Send a written acknowledgment via email within 5 working days of receipt.
Stage 4: Investigation
The Designated Safeguarding Lead (Millie Stone) will thoroughly investigate the complaint. This may involve:
- Reviewing all submitted documentation.
- Speaking with relevant individuals.
- Reviewing internal records, communication logs or session recordings (if available and relevant).
We aim to complete the investigation and provide a written response within 14 working days of acknowledging the complaint. If the investigation is complex and requires more time, we will inform you of the delay and provide an updated timeframe.
Stage 5: Resolution and Response
Following the investigation, a written response will be sent to the complainant, detailing:
- The findings of the investigation.
- Any conclusions reached.
- Any actions taken or proposed as a result of the complaint.
- The rationale for the decision.
Stage 6: Escalation (if applicable)
As a sole trader, the initial investigation and resolution will be handled by Millie Stone. If the complainant remains dissatisfied with the outcome, they may request a review of the decision. In such cases, Millie Stone will conduct a final review, considering any new information provided, and communicate the final decision.
For complaints related to the Duke of Edinburgh’s Award programme itself, participants and parents/guardians may also be advised to follow the DofE’s own complaints procedures.
4. Confidentiality
All complaints will be treated with sensitivity and discretion. Information will only be shared with individuals who need to be involved in the investigation and resolution process.
5. Record Keeping
Creative Writing Workshops will maintain a confidential record of all formal complaints received, including details of the investigation, outcome and any actions taken. These records will be used for internal review and continuous improvement of our services.
6. Review
This Complaints Procedure will be reviewed annually and updated as necessary to ensure its effectiveness and compliance with best practices.