Kidscape Feedback and Complaints Procedures

Kidscape is committed to providing an accessible and supportive helpline for parents of children who are bullied or who are exhibiting bullying behaviour. We expect your experience using our helpline will be a good one. If, for any reason, you feel that things have gone wrong, please give us your feedback, which we will take seriously.

Kidscape staff are given guidance on dealing with complaints, which should be done with courtesy and expediency. If you have a complaint on the way we have provided service, the following procedures are set out to help you.

What to Do

1) You can write, ring or mail your complaint first to
Helpline Adviser
2 Grosvenor Gardens
London SW1W 0DH
TEl 0207 730 3300 or email counsellor@kidscape.org.uk

Please set out as much detail as possible:

When you rang
Who you spoke with (if you know)
What happened
Why you are complaining

You should receive a reply within five working days.

2) If you are still not satisfied, contact the Kidscape Director as above or email michele@kidscape.org.uk

You should receive a reply within 3 working days.

3) The final appeal, if you are still not satisfied, is to the Kidscape Board of Trustees, which will set up a subcommittee to deal with your complaint. This will be done within one month of contacting them.

In all cases complaints will be reviewed in light of policy and feedback will be given to any involved staff or volunteers.

We welcome any comment, positive or negative, about our service and will do our best to continue ensuring a helpline that meets your needs.

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Use our FAQ to get some general advice about your situation, or try our helpline

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