Our Promise

  • We aim to provide a quality service through our projects, training and membership support; however, we understand that not everyone will be satisfied at all times.

  • We aim to deal with complaints effectively and efficiently.

  • All complaints will be given the fullest attention.

  • In the event of a complaint we will ensure that our procedures are followed. 

  • By taking on feedback we will be able to develop our projects, training and membership support to ensure we give the best possible service to all of our users - children, parents, practitioners and the wider community.


The Complaints Procedure

Verbal Complaints: All verbal complaints will be recorded by the Project Manager, Training Coordinator or Operations Manager depending on the nature of the compliant.  When you have a complaint talk to the relevant team or if you are unsure who to speak to please contact the Leith Office (0131 554 2620) to speak to the Operations Manager. 

They will:

  • Listen properly to what you have to say and give your complaint serious attention.

  • Give you an answer straight away if possible or follow up your complaint promptly.

  • If they are unable to resolve the complaint, complaints will be referred to the Senior Management Team, who will make every attempt to resolve it.

  • Aim to respond to your complaint in four weeks of receiving it.

Written Complaints:  If you would prefer to complain in writing, by letter or email, or if you are dissatisfied with the outcome of a verbal complaint, write to the Chief Executive Officer (email address: admin@smartplaynetwork.org). 

We will: 

  • Give your complaint serious attention.

  • Review your complaint with the relevant staff member who initially dealt with it.

  • Respond to you in writing with the outcome of our review as soon as possible.  This should never be longer than four weeks.

  • Ensure the person who made the complaint is fully kept up to date at each stage of the complaints procedure.