We want to hear from you

If you are unhappy with anything we do — a class, an event, how you were treated, or a decision we made — please tell us. Most concerns are put right quickly once we know about them. Raising a concern will never count against you or your child.

A concern that a child may be at risk is not a complaint: please follow our Safeguarding policy straight away.

Step 1: talk to us

Speak to the person involved, or to your branch’s School Lead or Head Teacher. Most things can be sorted out this way.

Step 2: make a formal complaint

If that doesn’t resolve it, or you’d rather not raise it locally, write to us through our Contact page and say it is a complaint. Tell us what happened, when, who was involved, and what you would like us to do.

We will acknowledge it within 5 working days. The Secretary, or another trustee who isn’t involved, will look into it and reply in writing within 20 working days. If we need longer, we will tell you why and when to expect an answer.

Step 3: ask the trustees to review it

If you are not satisfied with the reply, you can ask within 20 working days for a review by a panel of at least two trustees who have not been involved. Their decision, which we will send you in writing, is final within LTS.

If you are still not satisfied

For a complaint about how we handled personal information, you can contact the Information Commissioner’s Office (ico.org.uk). For serious concerns about how the charity is run, you can contact the Charity Commission (gov.uk/complain-about-charity) — they don’t deal with individual disputes.

How we handle complaints

We treat every complaint fairly and in confidence, sharing it only with those who need to deal with it. We keep a record of complaints and what we did, and the trustees review them to improve what we do.