Contact us

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For any enquiries or support, please contact our Head Office Team.

Our office is open Monday to Friday
Term time:
9:00am to 5:45pm

Holiday Clubs
(Out of Term Time):
8:00am to 5:45pm

01420 525317

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Complaints procedure

At Tree Tops Clubs, we aim to work in partnership with parents to deliver a high quality childcare service for everyone. If for any reason we fall short of this goal, we would love to be informed in order to amend our practices for the future.

Our complaints policy is displayed on the premises at all times. Records of all complaints are kept for at least three years. A summary of complaints is available for parents on request.

The manager is usually responsible for dealing with complaints. If the complaint is about the manager, the registered person or other senior member of staff will investigate the matter. Any complaints received about staff members will be recorded in an Incident log and a Complaints log will be completed.

Any complaints made will be dealt with in the following manner:

Stage one:

Complaints about aspects of Club activity
The manager will discuss the matter informally with the parent or carer concerned and aim to reach a satisfactory resolution

Complaints about an individual staff member
If appropriate, the parent will be encouraged to discuss the matter with staff concerned.

If the parent feels that this is not appropriate, the matter will be discussed with the manager, who will then discuss the complaint with the staff member and try to reach a satisfactory resolution.

Stage two:

If it is impossible to reach a satisfactory resolution to the complaint through informal discussion, the parent or carer should put their complaint in writing to the Area Manager.

The Area Manager will:

  • Acknowledge receipt of the letter within 7 days.
  • Investigate the matter and notify the complainant of the outcome within 28 days.
  • Send a full response in writing to all relevant parties, including details of any recommended changes to be made to the clubs’ practices or policies as a result of the complaint.
  • Meet relevant parties to discuss the clubs’ response to the complaint, either together or on an individual basis.

If child protection issues are raised, the manager will refer the situation to the Company’s Designated Safeguard Lead (DSL) who will then contact the Local Authority Designated Officer (LADO) and follow the procedures for Safeguarding Children Policy. If a criminal act may have been committed, the Manager will contact the police.

Making a complaint to Ofsted

Any parent or carer can submit a complaint to Ofsted about Tree Tops Clubs at any time. Ofsted will consider and investigate all complaints.

Ofsted’s address is: Ofsted, Piccadilly Gate, Store Street, Manchester M1 2WD

0300 123 1231 (general enquiries)

0300 123 4666 (complaints)

Privacy Notice

Data Controller Name: UK Childcare Group

Company Name: Tree Tops Clubs Limited

Company registration number: 09908769

Company Address: 2 Highview Business Park, High Street, Bordon, Hampshire, GU35 0TB

Data Protection Officer – Chief Operating Officer Email: info@treetopsclubs.co.uk

Frequently asked questions

Do I need to provide my child with snacks/drinks or any other items for school clubs?

Snack is provided to all children that attend the after school club and consists of a healthy and nutritious snack. Please be aware children are only offered a snack and we do not provide them with dinner. Drinking water is always available for all children throughout the session.

We cater for all dietary and allergy requirements within the setting and operate a strict no nuts policy throughout our clubs. Please contact head office for the relevant forms.

We would also advise a change of clothing for any messy activities.

What is the Early Years Foundation Stage (EYFS) and what does this mean for my child?

The Early Years Foundation Stage (EYFS) sets the standards for the learning, development and care of children from birth to 5 years old. As an Ofsted registered provider we ensure that we are meeting the expectations on this framework. All professionals work towards a set of common principles and commitments to deliver ensure quality child care is delivered to their service users.

As parents/carers you can be assured that the same statutory commitments and principles are being met that will underpin your child’s learning and development experiences within the setting.

Your child will be assigned a key worker upon joining Tree Tops Clubs if they are 5 years 10 months or under and a key worker is an allocated member of staff that will oversee your child’s care and development. You will receive weekly feedback in regards to your child’s time at Tree Tops Clubs and how they are developing within the setting.

Are all clubs registered with Ofsted?

All Tree Tops Clubs are registered with Ofsted and we adhere to all Ofsted guidelines and regulations. These guidelines make sure we offer the best possible care and continue to develop and raise standards across all of our clubs.

What if my child requires medication whilst at a club?

Tree Tops Clubs are only able to administer medication prescribed by a doctor. This must have the original dispensing label with the child’s name and dosage requirements. We ask for it to be provided in a clear sealed bag labelled with your child’s name.

If you require us to administer medication, we will require you to sign a permission to administer form in order for us to be able to do so.

If your child has any other medical or allergy conditions then please ensure these are highlighted to our staff team so the appropriate forms can be completed.

If a child has an EPI pen this will only be administered by a trained member of staff and with prior consent from the parent and carer with the relevant signed forms which we will ask you to fill in at the club or please contact head office.

All EPI pens must be in date, have the doctor’s prescription label on it along with the dosage requirements. All Epi pens are to be placed in a box and to be labelled with your child’s name on it.

All medication or dietary conditions and care instructions need to be included on your booking form when made online.

Who will look after my child?

All staff members are put through enhanced Disclosure and barring checks, trained in safeguarding and wider aspects, food hygiene, behaviour management and much more. A minimum of one staff member onsite will be paediatric first aid trained.

Although there is no legal requirement to have qualified staff onsite, we try and recruit the highest quality people to ensure that we offer the best possible experience while in our care. All of our staff receives ongoing training.

Our teams offer a great mix of experience, personality and fun whilst ensuring all children are enjoying and getting the most from their time with us.

What are the adult to child ratios?

The legal adult to child requirement is currently 1:30, however we always have a minimum of 2 members of staff onsite at all times. We will work to a 1:15 ratio. Dependent upon individual needs of children attending the clubs, we may have additional staff therefore reducing the ratios further.

How do I inform the club if my child is absent?

It is vital that the after school club is informed if your child will not be attending session they are booked into. You can either email or call head office before 2:00pm that day or contact your club at the earliest point possible informing them of your child’s absence. Clubs can be contacted directly by either text or telephone via their club mobile number. Please see your specific club page for details of your clubs contact number. Please also inform the school that your child will not be attending our after school club.

How do I cancel any sessions?

In order to cancel a regular contract or session for after school club one month’s written notice is required either by email or letter to our head office.

Ad hoc bookings for after school club are non-refundable and cannot be swapped.

Can I receive help with the costs of my childcare?

Childcare Vouchers – As Tree Tops Clubs are Ofsted registered you may be able to get Childcare vouchers. This allows employers to help their employees with the cost of childcare. Childcare vouchers are exempt from national insurance contribution’s (NICS) and income tax for employees up to the value of £55 per week, which can mean a saving of over £2000 a year for a couple who are both working. Please speak with your employer to see if this is something they offer or could offer for you.We are registered with many childcare voucher providers; the list of providers will be available in your account. However, if we are not registered with a provider you use, please let us know and we will be happy to sign up with them.

You can use your childcare vouchers to pay for your childcare for all or part of your invoice.

Working Tax Credit – Nine out of ten families could save up to 80% of childcare costs through Working Tax Credit. For more information call 0845 300 3900 or visit www.gov.uk/working-tax-credit.

Martin Lewis of Money Saving Expert has also produced a user friendly section on paying for childcare on his website, which includes a tax credit eligibility calculator. You can find more information on the government scheme tax-free childcare website.