Incredible Kids aims to provide the best possible support and services to families with disabled children Incredible Kids exists to serve the public and to be accountable to its trustees, funders, Charity Commission and partners.
If you have feedback on one of our sessions please do use our suggestion form.
From time to time an individual may feel it has not had the best possible service that Incredible Kids aims to provide. If you would like to make a complaint please contact us for a complaint form.
Incredible Kids is committed to providing a safe, respectful and supportive environment for children, young people, families, staff and volunteers. We welcome feedback and complaints as an opportunity to learn, improve and ensure our services meet the needs of those we support.
Complaints may be made by:
parents or carers using our services
young people, where appropriate
staff or volunteers
other stakeholders
Complaints must be made by the person directly affected, except where a parent or carer is complaining on behalf of their child.
We do not accept anonymous complaints unless there is a safeguarding concern.
Complaints must be submitted using the official Incredible Kids Complaints Form.
The form must be completed, dated and signed.
Complaints should be returned to the Trustees of Incredible Kids by email or sealed envelope.
Incredible Kids will acknowledge receipt of the complaint in writing within seven working days, confirming:
that the complaint has been received
the nature of the complaint
the next steps and timescales
The Trustee Board will appoint one or more trustees to investigate the complaint.
The investigation will:
gather relevant information
seek factual accounts from those involved
ensure fairness to all parties
Where necessary, individuals named in the complaint will be given an opportunity to respond.
The investigation will normally be completed within four weeks of acknowledgement.
If additional time is required, the complainant will be informed in writing, with a revised timescale.
Following investigation, the Trustee Board will determine the outcome, which may include:
no further action
apology
mediation
training or supervision
changes to procedures
disciplinary action where appropriate
The outcome will be communicated in writing to the complainant.
All complaints will be handled confidentially and sensitively.
Information will be shared only where necessary to investigate the complaint fairly or where required by law.
All complaints and outcomes will be recorded and retained securely.
A summary report will be provided to the Trustee Board for governance purposes.
This policy will be reviewed regularly to ensure it remains fit for purpose.
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I would like to extend my sincere gratitude for today’s circus workshop. It was truly outstanding. Mark demonstrated a remarkable ability to engage the children, providing them with space when necessary and attentively responding to individual needs. For example, upon being informed by a parent that their child has a PDA profile, he adapted his language accordingly to ensure that instructions did not come across as demands. Mark also shared insightful details about the history of the circus and the techniques being taught to the children. As always, the play workers—Jodie, Jeanna, and Charlotte—were excellent. They actively engaged with children who chose not to participate in the circus skills and had the beloved water slide set up. We feel incredibly fortunate to have discovered Incredible Kids; it has become a significant and positive influence in our children’s lives.