Complaints and Concerns

Our Approach

Movie Makers Club wants parents, carers and children to feel listened to. If something has gone wrong, or if you are worried about any part of the workshop, please tell us so it can be addressed.

Quick Questions Or Day-To-Day Issues

For simple questions about bookings, practical arrangements or your child's workshop day near Nunhead and New Cross, email hello@moviemakersclub.org.

How To Make A Complaint

Please email hello@moviemakersclub.org with:

Your name and contact details.
Your child's name and workshop date, if relevant.
What happened, including dates or times where possible.
What you would like to happen next.

We will acknowledge your complaint and aim to respond within 10 working days. If more time is needed, we will explain why and tell you when to expect a further response.

Safeguarding Or Immediate Safety Concerns

If a child is at immediate risk of harm, call 999. For urgent safeguarding concerns connected to a workshop, email us as soon as possible and mark the message urgent.

Where necessary, safeguarding or welfare concerns may be shared with appropriate professionals, the venue, children's services or the police so that children can be protected.

What Happens Next

We will listen to the concern, review relevant information, speak to people involved where appropriate, and explain the outcome or next steps. We will keep complaint information confidential except where sharing is needed for safety, safeguarding, legal or insurance reasons.