Bake N Play Complaint Policy

At Bake N Play, we strive to provide a positive and enriching experience for all our participants. However, we recognize that concerns or complaints may arise from time to time. We value feedback as an opportunity to improve our services and ensure the satisfaction of our customers. Therefore, we have established the following complaint policy to address any issues promptly and effectively:

1. Complaint Procedure:

• Participants, parents, or guardians are encouraged to express their concerns or complaints promptly and directly to a member of our staff or management team.

• Complaints can be submitted in writing via email to the designated contact person: Diyana Ivanova – info@dolcesenso.co.uk

2. Confidentiality:

• All complaints will be treated with the utmost confidentiality and handled with sensitivity.

• Personal information shared during the complaint process will be kept confidential and only disclosed to individuals directly involved in resolving the issue.

3. Investigation and Resolution:

• Upon receiving a complaint, our management team will promptly investigate the matter thoroughly and impartially.

• We will communicate with the complainant to acknowledge receipt of the complaint and provide updates on the investigation and resolution process.

• Every effort will be made to resolve complaints in a timely and satisfactory manner, taking into account the best interests of all parties involved.

4. Communication and Feedback:

• We are committed to maintaining open and transparent communication throughout the complaint resolution process.

• Upon reaching a resolution, we will communicate the outcome to the complainant and seek feedback to ensure their satisfaction with the outcome.

5. Escalation Process:

• If a complainant is dissatisfied with the outcome of the initial investigation or resolution, they may request a review by escalating the complaint to a higher level of management.

• We will ensure that escalation procedures are clearly defined and accessible to all participants.

6. Record Keeping:

• All complaints and their resolutions will be documented and recorded for future reference and continuous improvement purposes.

• These records will be kept confidential and maintained in accordance with applicable data protection regulations.

7. Continuous Improvement:

• We are committed to using feedback from complaints to identify areas for improvement and implement corrective actions to prevent similar issues from recurring in the future.

• Regular reviews of our complaint handling procedures will be conducted to ensure their effectiveness and relevance.

8. Non-Retaliation Policy:

• Bake N Play strictly prohibits retaliation against any individual who raises a complaint in good faith. Any form of retaliation will be promptly addressed and may result in disciplinary action.

At Bake N Play, we value the trust and satisfaction of our customers, and we are dedicated to resolving complaints in a fair, transparent, and timely manner. Our commitment to excellence extends to our complaint handling process, ensuring that every concern is addressed with the utmost professionalism and care.