1
st
classafterclass.com
1
st
After Class
& Preschool
COMMUNITY COMPLAINTS HANDLING PROCEDURE FLOWCHART
NO
YES
A complaint may be made in person, by phone, by
email or in wring. Your first consideraon is
whether the complaint should be dealt with at
Stage 1 (frontline resoluon) or Stage 2 (complaint
invesgaon) of the CHP.
STAGE 2
Complaint
Invesgaon
STAGE 1
Immediate
Resoluon
Stage 1
Always try to resolve the
complaints quickly and to
the complainant’s
sasfacon wherever
possible.
Provide a decision within
two working days unless
there are exceponal
circumstances
Is the
complainant
satisfied with
the decision?
Complaint closed and
outcome recorded
Stage 2
Complaint Invesgaon
1. Invesgate where the complainant is dissasfied aer
communicaon of decision at stage 1.
2. Invesgate where it is clear that the complaint is
parcularly complex or will require detailed invesgaon.
Send acknowledgement
within three working days.
Provide a decision within
five working days unless
there is a clear reason for
extending mescale
Communicate
the decision
and resolution
in writing when
possible.
Complaint closed and
outcome recorded
