Complaints

Malvern Special Families offers a warm welcome to all children and families.  We work in partnership with the parents/carers to provide a safe, caring environment, where all children can learn and develop as they play.

Parents, carers, and children are entitled to expect prompt attention to their concerns and complaints.

We are continually looking to improve our service and welcome all feedback from parents, carers, and children as an opportunity to learn.
You can leave feedback here.

Making your concerns known

If you are dissatisfied with any aspect of the club’s provision or activity please talk the matter over with the Play Leader in the first instance.  Hopefully this will lead to a mutually agreeable conclusion.  If you are not satisfied with the outcome, or the problem re-occurs, you can

  • Request a meeting with the Play Leader
  • Have a written record of the discussion

Most problems should be resolved informally at this initial stage.  If you are not satisfied with the outcome, or if it is not appropriate to discuss your concern with the Play Leader, please talk to the Business Manager, Maria Munday, who will try to resolve the problem.

The list below summarises our procedure for dealing with complaints, for full details look at our complaints policy and procedure.

Download our complaints policy and procedure document.

  1. Speak to the Play Leader…
    And if you are not satisfied with the response speak to the manager – Philippa Barton (01684 892526)

  2. Put your complaint in writing to the Business Manager:
    Maria Munday
    Malvern Special Families,

    First Floor Offices,
    73 Church Street,
    Malvern,
    WR14 2AE
    • Your complaint will be acknowledged within 3 working days
    • Full response within 15 working days

  3. Put your complaint in writing to the registered person:
    Helen Attree
    Malvern Special Families,
    First Floor Offices,
    73 Church Street,
    Malvern,
    WR14 2AE
    • Full response within 15 working days

At any time you can submit a complaint about any aspect of our childcare provision to OFSTED:

Ofsted Early Years NBU,
Piccadilly Gate,
Store Street,
Manchester,
M1 2WD,
Tel: 0300 123 1231

Worcestershire Children Services can also offer support on 0845 607 2000

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