Complaints Policy
COMPLAINTS POLICY
MINWOOD LANE COLLECTIVE LTD
Policy date: 15 November 2026
Next review: November 2027
1. OUR COMMITMENT
At Minwood Lane Collective, we believe everyone deserves to feel heard, respected and valued.
We are committed to providing high-quality creative and educational experiences for children, young people and families.
We recognise that sometimes things may not go as expected. When concerns arise, we aim to respond fairly, professionally and constructively.
We welcome feedback and view complaints as opportunities to reflect, learn and improve.
Our complaints process is designed to be accessible, transparent and proportionate.
2. PURPOSE OF THIS POLICY
This policy explains how individuals can raise concerns or complaints about Minwood Lane Collective Ltd and how we will respond.
It applies to:
Creative Studio — online memberships.
Home Ed Studio — online memberships.
Creative Plus — in-person creative sessions.
RECONNECT — commissioned programmes.
Studio Showcases, events and activities.
Our digital learning platform and related services.
Communication, administration and customer service.
This policy is available to parents, carers, children, young people, members, commissioners and other individuals who use or are affected by our services.
Where a commissioned service is subject to additional contractual complaints requirements, those arrangements will also be followed.
3. OUR APPROACH TO COMPLAINTS
We aim to handle complaints in a way that is:
Fair: Every concern is considered objectively and without discrimination.
Respectful: Everyone involved is treated with dignity.
Accessible: Reasonable adjustments are available for individuals who need support to make a complaint.
Confidential: Information is shared only where necessary and appropriate.
Timely: Complaints are acknowledged and addressed within our published timescales wherever possible.
Constructive: We seek practical solutions and use feedback to improve our services.
Making a complaint will not result in a child or family being treated unfairly or disadvantaged.
4. WHAT IS A COMPLAINT?
A complaint is an expression of dissatisfaction about our services, actions, decisions or conduct where a response or resolution is requested or reasonably expected.
Examples may include:
Concerns about the quality or delivery of a programme.
Communication difficulties.
Membership administration or payment concerns.
Access to online projects or feedback.
In-person session arrangements.
Staff or volunteer conduct.
Accessibility or inclusion concerns.
Unmet expectations about an advertised service.
Concerns about how a previous issue was handled.
General feedback, suggestions and informal questions are also welcome.
5. HOW TO MAKE A COMPLAINT
Complaints can be submitted by email to:
Please use the subject line:
Formal Complaint — Minwood Lane Collective
Where possible, include:
Your name and preferred contact details.
The programme or service concerned.
A description of the issue.
Relevant dates or circumstances.
Any steps already taken to resolve the matter.
The outcome you are hoping for.
You do not need to use formal language or provide every detail for your complaint to be considered.
If you require support to make a complaint, please contact us so we can discuss an accessible alternative.
6. STAGE ONE — INFORMAL RESOLUTION
Where appropriate, we encourage concerns to be raised informally in the first instance.
Many issues can be resolved through clarification, discussion or practical action.
We aim to respond to informal concerns within five working days.
Where a concern cannot be resolved informally, or where the complainant prefers a formal process, it may proceed directly to Stage Two.
Informal resolution is not compulsory.
7. STAGE TWO — FORMAL COMPLAINT
Formal complaints should be submitted to hello@minwoodlane.co.uk.
We aim to:
Acknowledge the complaint within three working days.
Review the information provided.
Seek further information where necessary.
Consider relevant records and circumstances.
Provide a written response within 15 working days of receiving the complaint.
Our response will ordinarily explain:
The issues considered.
Our findings.
Any actions or remedies proposed.
Whether the complaint has been upheld, partially upheld or not upheld.
How to request a review if the complainant remains dissatisfied.
Where an investigation requires additional time, we will explain the reason for the delay and provide an updated anticipated response date.
8. STAGE THREE — REVIEW
If a complainant remains dissatisfied with the Stage Two outcome, they may request a review.
Requests should ordinarily be submitted within 15 working days of receiving the formal response.
The request should explain which aspects of the outcome remain disputed and why.
Where practicable, the review will be undertaken by someone who was not directly responsible for the original decision or investigation.
Where independent internal review is not possible because of the size or structure of the organisation, we will explain this and consider whether an appropriate external reviewer can be appointed.
We aim to provide a final written response within 15 working days of accepting the review request.
Where additional time is required, we will communicate the reason and anticipated timescale.
The review concludes our internal complaints process.
This does not remove any legal rights or prevent a complainant from approaching an appropriate external organisation.
9. COMPLAINTS FROM CHILDREN AND YOUNG PEOPLE
Children and young people have the right to express concerns about their experiences.
We will make reasonable efforts to ensure that complaints procedures are understandable and accessible to them.
Children may raise concerns directly or with support from a trusted adult.
We will take their views seriously and respond in a manner appropriate to their age, communication needs and circumstances.
Children will not be required to confront an adult or another child about whom they have raised a concern.
Where a complaint indicates a safeguarding risk, our safeguarding procedures will take priority.
10. SAFEGUARDING CONCERNS
Safeguarding concerns are not treated as ordinary service complaints.
Where information suggests that a child may be at risk of abuse, neglect, exploitation or significant harm, the matter will be addressed under our Safeguarding & Child Protection Policy.
This may involve referral to children's social care, the police, the Local Authority Designated Officer or another appropriate agency.
We will not delay necessary safeguarding action while a complaints investigation takes place.
If a child is in immediate danger, call 999.
Safeguarding concerns may be emailed to:
Please use the subject line:
Safeguarding Concern — Confidential
Our email inbox is not an emergency reporting service.
11. COMPLAINTS ABOUT STAFF, VOLUNTEERS OR CONTRACTORS
Complaints concerning the conduct of an adult working on behalf of Minwood Lane Collective will be handled sensitively and fairly.
Where a complaint involves a potential safeguarding allegation, the relevant safeguarding and allegations procedures will apply.
Where a complaint concerns a senior member of the organisation, we will seek to ensure that the matter is reviewed as impartially as reasonably possible.
We will not disclose confidential employment, disciplinary or personal information unless disclosure is lawful and appropriate.
12. COMPLAINTS ABOUT ONLINE SERVICES
Complaints relating to Creative Studio, Home Ed Studio or MiniVox may include:
Difficulty accessing purchased content.
Technical problems.
Missing or incorrect membership access.
Concerns about project delivery.
Feedback or submission issues.
Inappropriate online interactions.
Privacy or community-sharing concerns.
We will investigate issues within our control and, where necessary, liaise with the relevant platform provider.
Where a complaint concerns personal data, it may also be handled under our Privacy Policy and applicable data protection procedures.
Where a complaint concerns online safety, safeguarding procedures will apply where appropriate.
13. COMPLAINTS ABOUT CREATIVE PLUS
Complaints concerning in-person sessions may relate to:
Session delivery.
Supervision or organisation.
Communication with families.
Accessibility and inclusion.
Membership arrangements.
Fees and payments.
Staff conduct.
The learning environment.
We will consider the child's experience and individual circumstances when reviewing complaints.
Where appropriate, we may arrange a discussion with the family to identify a suitable resolution.
14. RECONNECT AND COMMISSIONED SERVICES
Complaints concerning RECONNECT or other commissioned services may involve parents, carers, referring organisations, local authorities or other professionals.
Where a commissioning agreement includes additional complaints procedures or reporting obligations, these will be followed as applicable.
We will seek to ensure that complaints are handled fairly while respecting confidentiality, safeguarding responsibilities and contractual arrangements.
15. POSSIBLE OUTCOMES
Depending on the circumstances, a complaint may result in:
An explanation or clarification.
An apology.
Correction of an administrative error.
A change to procedures or communication.
Additional staff guidance or training.
An agreed practical solution.
A replacement service, credit or refund where appropriate.
Referral to another relevant procedure or authority.
Not every complaint will result in the outcome requested.
However, we will explain our decision and the reasons for it.
Nothing in this policy limits statutory consumer rights or other legal remedies.
16. CONFIDENTIALITY AND RECORD KEEPING
Complaints will be handled with appropriate confidentiality.
Information will only be shared with individuals who need it to investigate, resolve or respond to the matter, or where disclosure is otherwise lawful or required.
We will maintain appropriate records of formal complaints, outcomes and actions taken.
Records will be stored securely and retained in accordance with our data protection responsibilities and applicable retention requirements.
Safeguarding-related records may be subject to different retention and information-sharing arrangements.
17. ACCESSIBILITY AND REASONABLE ADJUSTMENTS
We recognise that some individuals may require additional support to access the complaints process.
We will consider reasonable adjustments, including:
Alternative communication methods.
Additional time to explain concerns.
Support from a parent, carer or representative.
Accessible written information.
Communication approaches suited to individual needs.
We will not disadvantage individuals because of disability, additional needs or communication differences.
18. EXTERNAL ADVICE AND RIGHTS
Complainants may seek independent advice or exercise their legal rights at any stage.
Depending on the nature of the concern, relevant organisations may include:
Citizens Advice — consumer advice and information.
Information Commissioner's Office (ICO) — concerns about personal information and data protection.
Local authority children's services — concerns about a child's welfare or safety.
Police — criminal matters or immediate safety concerns.
Where a service is commissioned by another organisation, complainants may also have access to the commissioning organisation's complaints arrangements.
Minwood Lane Collective will not prevent individuals from seeking appropriate external advice or making a lawful referral.
19. LEARNING FROM COMPLAINTS
We recognise that complaints can provide valuable information about how our services are experienced.
Where appropriate, we will use complaint outcomes to identify improvements in:
Programme delivery.
Communication.
Accessibility.
Safeguarding practice.
Digital services.
Administration.
Staff development.
We aim to create a culture in which concerns are addressed constructively and improvements are welcomed.
20. POLICY REVIEW
This policy will be reviewed annually or sooner where changes in legislation, operational arrangements or identified concerns make this necessary.
We may update the policy to ensure that it remains appropriate to our services.
21. CONTACT INFORMATION
Minwood Lane Collective Ltd
Company Registration Number: 17577197
Registered Office:
1711 High Street
Knowle
Solihull
B93 0LN
United Kingdom
Email: hello@minwoodlane.co.uk
Website: www.minwoodlane.co.uk
Policy date: 15 November 2026
Next scheduled review: November 2027