At PuliKidz, we are committed to delivering high-quality childcare services for all the children in our care.
We maintain an open-door policy for parents and caregivers who wish to discuss any concerns they may have.
We encourage feedback and suggestions to help us enhance our services.
All feedback and complaints will be taken seriously and addressed in a fair and confidential manner.
Complaints Procedure
- Initial Discussion: Start by speaking with the Club Manager or Assistant Manager about your concern.
- Written Complaint: If the issue remains unresolved, please submit your complaint in writing.
- Request a Meeting: Should the problem persist, you can request a meeting to discuss the matter further.
- Attendance and Documentation: Both parties involved in the complaint may bring someone to support them, and a written record of the meeting will be maintained.
- Confidentiality Assurance: All discussions and records will be treated confidentially and stored in line with our Confidentiality Policy.
- Progress Updates: We will provide regular updates on the status of your complaint.
- Outcome Agreement: The complainant will be asked to review, sign, and date the recorded outcome of the complaint.
- Satisfaction Feedback: In the report, the complainant will indicate whether they are satisfied with the resolution.
- Further Assistance: If the issue remains unresolved, we will seek assistance from a representative of Social Services.