Customer Complaints Procedure

Innovation Dance Studios aims to provide a high quality and efficient service and therefore takes all complaints about its service seriously.

The Directors or Dance Development Manager responds to all complaints and ensures that they are managed efficiently and courteously, as quickly as possible. If the reply is to be dealt with swiftly, it is important that full details are given. Anonymous complaints cannot be processed.

Complaints against Innovation Dance Studios:

In the event of an individual being dissatisfied with the service being offered by any department, the complaint should be detailed in writing to the Directors or Dance Development Manager either by letter or email to the at the address below. The complaint will be logged and acknowledge the complaint and we will reply directly to the complainant within 40 days.

In the event of the complainant being dissatisfied about the response, or if a complaint concerns Customer Services and/or Quality Assurance or the Innovation Dance Studios as a whole, they should complain direct to the Board of Directors, who will respond within 40 working days.

Complaints against Data Protection:

In the event of an individual being dissatisfied with the level of protection being offered, the complaint should be detailed in writing to the Directors or Dance Development Manager either by letter or email to the at the address below. The complaint will be logged and acknowledge the complaint and we will reply directly to the complainant within 40 days.

In the event of the complainant being dissatisfied about the response, or if a complaint concerns Customer Services and/or Quality Assurance or the Innovation Dance Studios as a whole, they should complain direct to the Board of Directors, who will respond within 40 working days.

Complaints against the teacher:

1. All registered RAD, ISTD, UDO, AQA GCSE teachers have to pass rigorous examination in the Faculty in which they wish to teach. In this way, they are kept up to date with any changes and developments in their field and are required under rules set down by individual boards to attend training events known as CPD – Continuing Professional Development days. All creative teachers have a strict application policy which includes proof of relevant dance and teacher training.
2. The individual boards are responsible for the Programme of Study and examination of them, not the actual process of teaching. All syllabus teachers are expected to conform to the rules of professional etiquette as laid down by the Board in their Code of Conduct. However, the administration of Innovation Dance Studios business is a matter between the student, or their representative, and the teacher. In the first instance, a complaint should be made direct to them.
3. However, if a parent/pupil wishes to make a complaint to us against a teacher, it should be made in writing, and signed by the complainant, with full details of the teacher's name and dance school. The Directors or Dance Development Manager will log and acknowledge the complaint within 7 working days and a report will, if appropriate, be referred to the Board of Directors.
4. The findings of the Board will be reported to the team and if an allegation is proved to the satisfaction of all, they may keep them instated as a teacher or reprimand the member or expel them from the company, and the complainant will be informed within 7 days of that decision.

If the complainant believes that the complaint has not been dealt with in accordance with these procedures, they may complain to individual boards.

Contact details:

Directors-Emma Hardy, Zoe Newell

Dance Development Manager-Carrie Amor

Contact numbers- Ealing (02089982283) Finchley (02084450580)

Addresses-

Innovation Dance Studios Ealing

96-98 Pitshanger Lane

Ealing

W5 1QX

Innovation Dance Studios Finchley

2e Lodge Lane

North Finchley

N12 8JR

Email-info@innovationdancestudios.co.uk

Complaints Form