Three stages
Most complaints end at the first one.
- 1
Your centre
Complain to your own centre first, not head office. Each centre's email is below.
Speak to your child's Mentor or the centre manager. Most things are put right there and then.
If you want it dealt with formally, say so, in writing if you can.
The centre acknowledges your complaint within 2 working days.
You get a full written reply within 10 working days. Working days are Monday to Friday.
- 2
Head office
If the centre's reply does not settle it, write to head office and quote your reference.
Someone who was not involved at the centre reviews it. They meet you if you wish, and reply in writing.
This is the same for every centre, whether Robocode runs it or a franchise partner does.
- 3
An outside route
If you are still unhappy, head office's reply tells you in writing which outside route applies.
If your centre is registered with Ofsted, you can contact Ofsted about it at any time, not only at the end.
Your centre's Ofsted number is on your receipts where your centre is registered, or ask your centre.
Who to write to
- Your centre
- Always first.
- Head office
- After your centre has replied. complaints@robocode.uk Quote the reference on your centre's reply.
- Ofsted
- For a centre registered with Ofsted. 0300 123 1231 Monday to Friday, 9am to 5pm. enquiries@ofsted.gov.uk
A worry about a child's safety is not a complaint. Tell the centre's safeguarding lead straight away. If a child is in danger, call 999.
The written procedure
Our published policies are head office's own. A complaint about a centre still goes to that centre first.
The full procedure and a form you can use are on our policies page. We keep a record of every complaint and what we did about it.
Complaints Procedure (PDF)Complaint form (PDF)Every policy is on the policies page.