Your right to complain
Every year Kingswood welcomes thousands of young people from across the world. However, rarely something may occur which may not meet your expectations regarding delivery and service, which is disappointing for all involved.
Our aim is to put things right wherever possible. Please be reassured that we will take lessons from all issues identified to ensure that we continue to improve. We always treat your complaint confidentially and all complaints will be dealt with fairly.
Teacher and group leader complaints
If any issues arise during your visit, it is important to inform the Centre Management team who will strive to rectify any issues before you need to make a formal complaint. Following your stay, we urge all of our party leaders to let us know when things may not be right, affording us the opportunity to remedy any issues wherever possible.
If you wish to make a formal complaint, please follow the procedure outlined below.
Parent and student complaints
If you are a parent or guardian of a child who has visited Kingswood with a school or group or if you are a student yourself, please raise any complaints with your teacher or group leader so that they may work with us to resolve your complaint following our formal complaints procedure.
Making a formal complaint
You can raise a complaint with us by:
- our complaints form (below)
We aim to acknowledge your concerns within 24 hours of receipt (excluding weekends). Once received and where required we will then carry out an investigation to your concerns and will respond again within 10 working days. At this time we will either inform you of the outcome of the complaint or we may require an extension in order to fully resolve the issue. We will aim to resolve all complaints within an eight week period after receipt of the complaint, unless the nature is deemed to require third party support and an independent adjudicator for resolution. If this is the case, new time frames may be required and agreed.