Complaints Procedure

How to complain

Complaints can be raised in writing to Pro Hoops Blueprint at info@prohoopsblueprint.com, or by telephone via WhatsApp: +44 7415 795395 . Please include what happened, when, who was involved and the outcome you are seeking.

Our response

• Acknowledgement within 1 working day.
• A full written response within 1-2 working days, or an explanation of any delay.
• Where the complaint concerns a specific programme, the commissioning organisation will normally be involved in the review.

Escalation

If you are not satisfied with the outcome, you may request a review by (MASH) at 0300 126 7000. Where a complaint relates to a school, local authority or other commissioning body, it may also be escalated through that organisation's own complaints procedure.

Safeguarding concerns are not complaints

Any concern about the safety or welfare of a child or adult at risk is handled immediately under the Safeguarding Policy, not this procedure. Where a child is at immediate risk of harm, call 999.

Review and contact

This document is reviewed at least annually, or sooner following an incident, a change in legislation, or a change in PHB's delivery. Date of last review: 7th Sep 2026. Date of next review: 7th Sep 2027.

Questions about this document should be directed to Pro Hoops Blueprint at info@prohoopsblueprint.com