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.