FAQ’s

(if you are looking for Terms & Conditions, Click Here)

Collis Activity Camp FAQ’s 

Q. What are the times for the camp?

A. 9am to 5pm (Children may be collected from 4.30 pm onwards)

Q.What time can I drop my child off at the camp?

A. The activity camp doors open at 9.00am and children can be dropped off up until 9.30 (with an optional start time of 8.30am if required at a small extra cost)

Q. What time can I pick my child up?

A. Children can be picked up from 4.30pm up until 5.00pm.  If you need to collect your child at an earlier time please speak to us at morning drop off to arrange this.

Q. What age does my child have to be to attend the camp

A. Children need to be in year 3 class up to yr 7

Q. What does my child need to bring each day?

A. Your child needs to bring:

  • Suitable clothing for indoor activities and a coat for outdoor activities (if the weather requires it)
  • shoes suitable for physical activities, such as trainers (no flip flops please)
  • A refillable water bottle
  • A packed lunch (no nut products)
  • Any medication your child is currently taking
  • Sun Cream, if required on sunny days

Q. Can my child be with their friend each day?

A. Each morning children are put into groups depending on their age. This is usually reception and year one together, year 2 and 3 together and so on. If you wish for your child to be with a particular friend please mention this to the camp staff upon arrival.

Q. My child requires a 1to1, can they attend the camp?

A. Absolutely! The Collis Activity Camp is an inclusive childcare provider, if your child requires a 1to1 staff member please contact us prior to making a booking so that we can discuss requirements.

Q. Can my child choose which activities they participate in?

A. We work really hard on providing a fantastic timetable every day. Each group is taken to particular activities throughout the day. If your child does not wish to take part in an activity then they can speak to a member of staff and we will do our best to find an alternative activity.

Q. Where does the camp take place?

A. Collis Activity Camps take place at Collis Primary School, Fairfax Road, Teddington. TW11 9BS
unless indicated otherwise.

Q. Can I contact you during the day?

A. Should you need to contact us during a camp day that your child is with us please call either 07944461041 or 07368487672.  As you can imagine the Camp is a very active and busy day so if there is no answer please leave a message and we will contact you asap.

Q. Can someone else collect my child?

A. If someone else is to collect your child please inform us of this at morning drop off or via email no later than 4pm that day.  We will require the full name of the person who is collecting your child.  You can provide a password if you wish.

Q. How can I book an additional early start option if I have already booked a camp?

A. There is an option to book just an early start at: https://collisactivitycamp.co.uk/places/book-an-extra-early-start/

COMPLAINTS

Complaints Procedure

Collis Activity camp is committed to providing a safe stimulating consistent and accessible service to children and their parents/carers. We always aim to provide high quality services for everyone, but accept that sometimes things do not always go to plan. In such circumstances, we want to know that we can put them right and learn from our mistakes.

This policy constitutes the Activity Camp formal complaints procedure. It is displayed on the Collis Activity Camp website www.collisactivitycamp.co.uk

Under normal circumstances the manager will be responsible for managing complaints.  If a complaint is made against the manager the registered person will conduct the investigation.  Complaints made to staff will be recorded in detail in the incident Record Book.

Stage One 

If a parent/carer has a complaint about an aspect of the camps activity or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned and the manager alongside the parents/carer.

The camp is committed to open and regular dialogue with parents/carers and the camp  welcomes all comments on its services regardless of whether they are positive or negative.

In the first instance parent/carers are encouraged to speak directly to relevant members of staff if deemed appropriate, if not, the manager should be approached and they will try to resolve the problem. If a satisfactory resolution cannot be found, then stage 2 of the procedure will be formally come into operation

Stage 2

If informal discussions of a complaint or problem have not produced a satisfactory resolution to the situation, parents/carers should put their complaint in detail and in writing to the manager, relevant names, dates, evidence and any other important information on the nature of the complaint should be included.

The camp will acknowledge receipt of the complaint as soon as possible within 3 working days at least and fully investigate the matter within 15 working days. If there is any delay, the camp will advise the parents carers of this and offer an explanation. The manager will be responsible for sending them a full and formal response to the complaint.

 If the manager has good reason to believe that the situation has child protection implications, they should inform the designated child protection officer and ensure that the local Social services department is contacted, According to the procedure set out in the child protection policy. If any party involved in the complaint has good reasons to believe that a criminal offence has been committed, then they will contact the police.  The formal response to the complaint from the camp will be sent to the parent /carer concerned and a copy to all relevant members of staff if appropriate. The response will include recommendations for dealing with the complaint and for any amendments to the camps policies or procedures emerging from the investigation.

 If at the conclusion of this process parents/ carers remain dissatisfied with the response they have received, the original complaint along with the camp’s response will be passed  to the registered person who will adjudicate the case.

The registered person will communicate a detailed response, including any actions to be taken, to both the manager and the parents stroke/concerned within 15 working days.

Making a complaint to Ofsted

Any parent carer can, at any time, submit a complaint to Ofsted about any aspect of   registered childcare provision. Ofsted will consider and investigate all complaints received. 

To be reviewed July 2023

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