Policies

Complaints policy

Last updated: 7 November 2026

Your right to complain

We welcome complaints because they help us improve. Raising one will never affect how a trainer or our staff treat you or your child.

How to complain

Message us on WhatsApp at +20 10 4152 1717 with what happened, when, and what you would like, or ask for a meeting. Anything about a child's safety is handled at once under the child safeguarding policy.

What happens next

We acknowledge your complaint within 2 working days, review it with the people involved, and reply in writing with what we found and what we will do within 10 working days. If we need longer, we tell you why and when.

If you are not satisfied

Ask for it to go to MERAS management. Someone not involved in the first review looks at it again and replies within a further 10 working days.

Confidentiality and records

Complaints are kept confidential, used to improve our work, and reviewed every three months.