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Little City UK Complaints Procedure - August 2026

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At Little City UK we aim to provide a safe, welcoming, and magical play environment for young children and their parents or carers. We welcome all feedback and take any concerns or complaints very seriously.

This policy outlines how you can raise a concern with us and what steps we will take to resolve it fairly, transparently, and promptly.

1. What This Policy Covers

This policy applies to parents, carers, venue managers, and ‘hirers’ (e.g. schools, nurseries, party hirers) You may make a complaint regarding:

  • Session Experience & Venue: Equipment cleanliness, hygiene, safety, overcrowding, or facility standards at hired venues.

  • Customer Service & Booking: Issues with tickets, refunds, transfers, cancellations, or communication.

  • Staff or Franchisee Conduct: Concerns regarding the behaviour, professionalism, or actions of any team member or session leader.

  • Inclusivity & Accessibility: Issues regarding equal access, special educational needs (SEN), or dietary/allergy management.

Note on Parent Supervision: As a "stay and play" provider, parents/carers remain responsible for supervising their children at all times during our sessions. However, our staff are responsible for maintaining a safe, clean, and welcoming environment. 

 

2. Our Complaints Stages

 

STAGE 1: INFORMAL RESOLUTION (On the Day / Direct Contact)

  • Speak directly to the session’s leader during or immediately after the play session.

  • Most minor issues (e.g., equipment cleanliness, room temperature, ticket transfers) can be fixed on the spot.

 

STAGE 2: FORMAL WRITTEN COMPLAINT (Within 7 Days)

  • Email your complaint to Little City branch owner direct. Their email address can be found here

  • Include date, session time, venue location, and details of the issue.

  • We will acknowledge within 48 hours and provide a full outcome within 7–10 working days.

 

STAGE 3: MANAGEMENT REVIEW & MEDIATION (Escalation)

  • If you are dissatisfied with the Stage 2 outcome, the issue is escalated to the Director / Franchisor. Please email: admin@littlecityuk.com

  • A final review meeting or written outcome will be provided within 14 working days.

 

3. Detailed Procedure

Stage 1: Informal Resolution

If something isn't right during a play session, please inform the team member running the session right away. They will make every effort to resolve the matter immediately—whether that involves cleaning an area, providing replacement equipment, or addressing a safety issue on site.

The issue will be dealt with there and then, and if it cannot be resolved, the franchisee or session leader will forward on the concerns to the franchisor/Little City UK

 

Stage 2: Formal Complaint

If an issue cannot be resolved at the session, or if your complaint relates to booking, staff conduct, or repeat issues:

  1. Send an email to your local branch owner with the subject line: Formal Complaint - [Venue & Date].

  2. Please provide:

    • Your name and contact details.

    • Date, time, and venue of the session attended.

    • A clear summary of your concern and what outcome you would like to see.

  3. We will acknowledge receipt within 48 hours.

  4. We will investigate the matter (interviewing staff, checking session logs, or reviewing booking records) and issue a formal response within 7 to 10 working days. Outcomes will be emailed to the complainant.  

 

Stage 3: Management / Director Review

If you feel your complaint was not handled fairly at Stage 2:

  • Request an escalation in writing within 7 days of receiving your Stage 2 response.

  • Little City UK Franchisor/Director will review all records and investigations.

  • A final decision will be issued in writing within 14 working days and outcomes will be emailed in response.

 

4. Specific Complaint Types & Resolutions

  • Session Cancellations or Venue Changes: If we must cancel or shorten a session due to weather, venue closures, or staff illness, customers will be offered a free transfer to a future session or a full refund in accordance with our terms and conditions.

  • Hygiene & Safety Concerns: All toys and equipment are cleaned between sessions. If equipment is found damaged or unclean during a session, it will be removed immediately for cleaning or disposal.

  • Safeguarding / Child Safety Concerns: Any complaint involving child safety, abuse, or serious safeguarding concerns will immediately bypass standard complaint stages and be referred directly to our Designated Safeguarding Lead (DSL) at vicki@littlecityuk.com and, where appropriate, local statutory safeguarding bodies.

 

5. Confidentiality & Record Keeping

  • All complaints are handled confidentially and only shared with personnel necessary to complete the investigation.

  • Written records of all Stage 2 and Stage 3 complaints, including actions taken and outcomes, are retained securely for a minimum of 3 years for quality assurance and regulatory compliance.

 

Contact Details

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