1. Purpose of this Policy

Balfour Swimming School aims to provide a high‑quality, safe, and positive experience for all swimmers, parents, staff, and volunteers.

This policy explains:

• how to raise a concern or complaint

• how complaints will be handled

• expected timescales

• escalation routes

We welcome feedback and treat all complaints seriously, fairly, and confidentially.

 

2. Scope

This policy applies to complaints about:

• Coaching or teaching quality

• Behaviour of staff, volunteers, swimmers, or parents

• Health & safety concerns

• Safeguarding concerns

• Administration, communication, or organisation

• Poolside or venue issues

Safeguarding concerns follow the Safeguarding Policy and must be reported immediately to the DSL.

 

 3. Principles

We follow these principles:

• Fairness — complaints are handled impartially

• Confidentiality — information is shared only when necessary

• Timeliness — complaints are acknowledged and resolved promptly

• Safety first — safeguarding concerns override all other processes

• Respect — all parties are treated with dignity

 

4. How to Make a Complaint

4.1 Informal Resolution (Stage 1)

Where possible, concerns should be raised informally with:

• the Lead Coach, or

• the Session Supervisor

Most issues can be resolved quickly at this stage.

4.2 Formal Complaint (Stage 2)

If the issue is not resolved informally, or if the matter is serious, a formal complaint should be submitted in writing to:

Complaints Officer 

Balfour Swimming School

Email: balfourswimmingschool@gmail.com

The complaint should include:

• your name and contact details

• details of the issue

• dates, times, and people involved

• any supporting information

4.3 Acknowledgement

We will acknowledge the complaint within 5 working days.

 

5. Investigation Process

5.1 Who investigates?

The complaint will be investigated by:

• the Complaints Officer, or

• a Director (if the complaint involves staff or volunteers), or

• an independent person (if the complaint involves a Director)

5.2 What the investigation includes

• reviewing statements

• speaking to those involved

• reviewing policies and procedures

• assessing evidence

• considering safeguarding implications

 

5.3 Timescale

We aim to complete investigations within 20 working days.

If more time is needed, we will inform you.

 

6. Outcomes

Possible outcomes include:

• explanation or clarification

• apology

• changes to procedures

• additional staff training

• mediation

• disciplinary action (staff/volunteers)

• referral to safeguarding authorities (if required)

You will receive a written response summarising:

• findings

• decisions

• taken

 

7. Escalation (Stage 3)

If you are not satisfied with the outcome, you may request a review by the Board of Directors.

 

The Board will:

• review the investigation

• consider whether the process was fair

• issue a final decision

This decision is final within the swim school.

 

8. Safeguarding Complaints

Any complaint involving:

• abuse

• inappropriate behaviour

• risk to a child

must be referred immediately to the Designated Safeguarding Lead and handled under the Safeguarding Policy.

The DSL may contact:

• Local Authority Designated Officer (LADO)

• Children’s Social Care

• Police

• Swim England Safeguarding Team

 

 9. Complaints About the DSL

If the complaint involves the DSL, it must be sent directly to:

 

Chair of Directors 

Balfour Swimming School

Email: balfourswimmingschool@gmail.com

Safeguarding complaints about the DSL will be referred to the LADO.

 

10. Confidentiality

All complaints are handled confidentially.

Information is shared only when necessary for:

• investigation

• safeguarding

• legal or regulatory requirements

Records are stored securely in line with the GDPR Policy.

 

11. Record Keeping

We maintain:

complaint forms

investigation notes

outcomes

actions taken

review decisions

Records are kept for 3 years, or longer if safeguarding is involved.

 

12. Review of Policy

This policy will be reviewed:

• annually

• after any major complaint

• when guidance or legislation changes