Complaints Policy
Diamond Swim Academy Complaints Policy
Diamond Swim Academy views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. Each of our customers is important to us and we believe you have the right to a swift, fair and courteous service at all times.
Our policy is:
- To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so people know how to contact us to make a complaint
- To make sure that everyone at Diamond Swim Academy knows what to do if a complaint is received
- To ensure complaints are investigated fairly and in a timely manner
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us improve what we do
Definition of a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Diamond Swim Academy.
Where complaints come from
Complaints may come from any person or organisation that has a legitimate interest in Diamond Swim Academy. A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints from members of staff, who should use Diamond Swim Academy’s Discipline and Grievance Procedure.
Confidentiality
All complaint information will be handled sensitively, telling only those that need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the Directors of Diamond Swim Academy.
Review
This policy is reviewed regularly and updated as required.
Monitoring and learning from complaints
Complaints are reviewed annually to identify any trends which may indicate the need to take further action
Complaints Procedure
Who can complain?
Anyone who is:
- Receiving a service from the Diamond Swim Academy
- Caring for someone who has a complaint
- Has a legitimate interest in Diamond Swim Academy
How to complain
Written complaints may be sent to Diamond Swim Academy by email at [email protected]
Verbal complaints may be made by phone on 07756 554013 or 07756 564312, or in person to any Diamond Swim Academy member of staff.
Diamond Swim Academy seeks to address any complaint as soon as possible. In the first instance contact Diamond Swim Academy and speak to the member of staff who is working with you, or if you feel unable, ask to speak to one of the Directors who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, please make a note of this as well.
What Happens Next?
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly.
You will receive a response to your complaint within 14 working days of its receipt and in all cases, a complaint will be given full and fair consideration.
If however as a result of your complaint disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged then the police will be informed.