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Long Eaton Swimming Club |
Our Policies - Complaints Procedure |
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HISTORY
NEWS & EVENTS
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Statement of intent Our swimming club believes that swimmers and parents/carers are entitled to expect courtesy and prompt, careful attention to their needs and expectations. We welcome suggestions on how to improve our swimming club and will give careful consideration to any concerns raised. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate person. If this does not have the desired result, we have a procedure for dealing with concerns. Aim We aim to bring all concerns regarding the running of our swimming club to a satisfactory conclusion for all of the parties involved. Methods To achieve this, we operate the following complaints procedure:
How to complain Stage 1 Any swimmer or parent/carer who is uneasy about any aspect of the swimming clubs provision, should, in the first instance, discuss their concerns with the teacher/coach concerned. The teacher/coach concerned must complete an Incident Report Log for information only. Stage 2 If this does not have a satisfactory outcome, or if the problem recurs, the swimmer or parent/carer should put their concerns or complaint in writing to the Welfare Officer for presentation at the next committee meeting. The committee will discuss the matter and offer a solution, in writing, to the swimmer or parent/carer. Stage 3 If the written response is not acceptable, the swimmer or parent/carer should request a meeting with Welfare Officer and another committee member; the swimmer should be accompanied by a parent/carer. In addition the parent/carer may also be accompanied by partner/friend. An agreed written record of the discussion must be made and all parties present at the meeting must sign the record and receive a copy of it. Stage 4 If after the Stage 3 meeting agreement cannot be reached, an external mediator is invited to help settle the complaint. This person should be acceptable to both parties, listen to both sides and offer advice. A mediator has no legal powers but can help define the problem, review the action so far and suggest further ways in which it might be resolved. Staff or volunteers within the ASA are appropriate persons to be invited to act as mediators. The mediator keeps all discussion confidential. S/he can hold separate meetings with the swimming club personnel (Welfare Officer and committee member) and the swimmer or parent/carer if this is decided to be helpful. The mediator must keep an agreed record of any meetings that are held and of any advice s/he gives. Stage 5 When the mediator has concluded her/his investigations, a final meeting between the swimmer or parent/carer, the Welfare Officer and the committee member must held. The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator’s advice is used to reach this conclusion. The mediator is present at the meeting if all parties think this will help a decision to be reached. A record of this meeting, including the decision on the action to be taken, must be made with everyone present at the meeting signing the record and receiving a copy of it. This signed record signifies that the procedure has concluded. Stage 6 If the nature of the complaint has regards to a child’s welfare, reference must be made to Long Eaton Swimming Clubs Child Protection Policy. This policy was adopted at a meeting of Long Eaton Swimming Club
Click here to download a copy of the Complaints Procedure
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