Complaints (Summary)

We resolve concerns promptly and fairly. Children can raise concerns directly with a trusted adult.
How to complain: speak to staff during a session, email: info@luminokids.co.uk.
 

Stages:

Stage 0: informal resolution (logged).
Stage 1: written complaint—acknowledge within 2 working days; response within 10 working days (additonal 7 days if complex).
Stage 2: appeal—independent review within 20 working days(additonal 7 days if complex).
External routes remain available for safeguarding, data, H&S or consumer issues.