Complaints & Feedback Policy

Winta’s Place was built by a parent who spent years being brushed off by systems that were not designed for her child. We take feedback and complaints seriously — as a gift, and as a tool for making the community better for every family.

• Directly to your child’s lead teacher in the parent-teacher app.
• To the Program Director in a scheduled parent meeting.
• By WhatsApp or email using the contact details below.
• Anonymously via a feedback form once available in the app.

1. Acknowledge — we confirm receipt of your complaint within 2 working days.
2. Understand — we listen fully to what has happened from your perspective before responding.
3. Investigate — we speak with everyone involved and review any records.
4. Respond — within 10 working days, in writing, with our findings and any actions we will take.
5. Review — we check in with you after 30 days to confirm the outcome is holding.

If our response does not resolve the matter, you can request a review by the Founder. This is a final internal step. Where a concern involves a child’s safety, our Child Safeguarding Policy takes precedence over this process and any relevant authorities will be involved as required by law.

• We listen without defensiveness.
• We keep families informed at every stage.
• We treat everyone involved — including children and staff — with respect.
• We keep records so we can learn from patterns over time.
• We never penalise a family for raising a concern.