Complaints Process

How to raise a concern

We welcome feedback and want to put problems right. A parent, student or other person affected by our classes or services can raise a concern in person or by emailing hello@opda.co.uk. Please give your name, the best way to contact you, what happened, any relevant dates and what outcome you are seeking. You may ask someone to help you make a complaint or request an accessible way to communicate. We will treat people respectfully and will not penalise a student because a concern has been raised in good faith.

If the concern is about immediate danger to a child, call 999. Safeguarding concerns should also be reported promptly to [named safeguarding lead and direct contact] under our Safeguarding and Child Protection Policy. You do not need to complete this complaints process before contacting the police or children’s social care. Concerns about how we handle personal information can be sent to hello@opda.co.uk and may also be raised with the ICO.

Our response

We will acknowledge a written complaint within [three] working days and tell you who is handling it. We may ask for further information or arrange a conversation. We will review relevant records, speak with those involved where appropriate, and aim to give a written response within [15] working days. If the matter needs longer, we will explain why and give you an updated date. We may protect the privacy of other children and staff when explaining an outcome.

If you remain dissatisfied

If you disagree with the response, email hello@opda.co.uk within [20] working days, explaining what remains unresolved. Ask for a review by [chair of trustees or named trustee not previously involved]. The reviewer will acknowledge the request and aim to respond within [15] working days, or explain any delay. Where the chair or reviewer is personally involved, another unconflicted trustee will handle it. The review is the final stage of OPDA’s internal complaints process.

This procedure does not remove your consumer or data protection rights. For a data protection complaint, you can also contact the Information Commissioner’s Office at ico.org.uk/make-a-complaint. Serious concerns about a charity can be reported to the Charity Commission through its published routes; it does not act as a routine appeal body for individual service disputes.

How we handle information

We record complaints, decisions and actions securely, give access only to those who need it, and review repeated concerns to improve our service. See our Privacy Notice for information rights and retention. We review this procedure annually and after significant changes.

Complete before publication

Confirm the responsible person, trustee appeal route, response times and accessible contact route. Link the live safeguarding and privacy pages. Ask trustees to approve the commitments before posting this page.