• Making a Complaint

    At Stem Den we aim to work in partnership with parents to deliver high quality care for everyone. We pride ourselves in providing high quality, engaging STEM camps. If for any reason we fall short of this goal, we would like to be informed so that we can amend our practices for the future. Records of complaints are kept for at least three years. A summary of complaints is available for parents on request.

    Complaints about aspects

    of Stem Den Activities

    The Team Leader will discuss the matter informally with the parent or carer and aim to reach a satisfactory resolution.


    Complaints about an individual

    member or staff member.

    Where appropriate, the parent will be encouraged to discuss with the member of staff concerned. If the parent or staff member feels this is not appropriate, the matter will be discussed with the Team Leader, who will then discuss the matter with the staff member and try to reach a satisfactory resolution.


    Stage Two

    If it is impossible to reach a satisfactory resolution to the complaint through informal discussion, the parent should put the issue in writing to the Manager.


    This should be sent to: stemdennorthwood@gmail.com


    The subject heading should be clear that this is a complaint. The Manager will acknowledge the letter within seven working days. They will investigate the matter and notify the complainant of the outcome in 28 days. They will send a full response in writing, to all relevant parties, including details of any changes to Stem Den's practices or policies as a result of the complaint. The Manager will meet with relevant parties to discuss Stem Den's response either together or on a an individual basis.


    If Child Protection Issues are raised, the Manager with refer the situation to Stem Den's DSL (Designated Safeguarding Lead) who will then contact the LADO (Local Authority Designated Officer) and follow the procedures of Stem Den's Safeguarding Policies. If a Criminal Act may have been committed, the Manager will contact the Police.


    Making a Complaint to Ofsted

    Any parent or carer can submit a complaint to Ofsted about Stem Den at any time. Ofsted will consider and investigate all complaints. Ofsted's address is: Ofsted, Piccadily Gate, Store Stree, Manchester, M1 2WD


    Telephone: 0300 123 1231 (general enquiries)

    0300 123 4666 (complaints)




    This policy was adopted by Stem Den Ltd 15th June 2021 and revised on 12/07/23