Our Complaint Handling Policy

We take every concern seriously.

The Fountain exists to give families peace of mind. If something hasn't met your expectations, we want to know — and we want to put it right.

How to raise a concern

You can contact us at any time by emailing hello@thefountain.ukor by calling ‭07346 993614‬. If your concern is urgent and relates to your child's safety or whereabouts, please call us directly.

What happens next

We will acknowledge your complaint within 72 hours of receiving it.

We will investigate thoroughly and respond with our findings within 5 working days. For more complex issues, we may need a little longer - but we will always keep you updated on our progress.

What we'll do

We'll listen without defensiveness, look honestly at what happened, and tell you clearly what we've found. Where we've fallen short, we'll apologise and explain the steps we're taking to make sure it doesn't happen again. Where appropriate, we'll discuss how we can make things right for your family.

If you're not satisfied

If you feel your complaint hasn't been resolved to your satisfaction, you can ask for it to be reviewed by a senior member of the team. We'll carry out a full review and respond within a further 5 working days.

Keeping a record

We log all complaints so we can identify patterns, learn from them, and continuously improve the service we provide to every family.

Your feedback shapes us

We genuinely mean it when we say founding members are helping to build The Fountain. Your complaints and concerns are part of that. Thank you for taking the time to tell us when something isn't right.