King’s College Taunton Community Swimming -  Complaints Policy:
 
At King's Community Swimming, we strive to provide the best possible experience for all our students and their families. We understand that concerns or issues may arise from time to time, and we are committed to resolving them promptly and fairly. This Complaints Policy outlines our procedures for addressing complaints and ensuring a positive resolution. 
 
1. Communication Channels: 
 
Complaints should be submitted in writing via email to [email protected] or via letter to Community Swimming, King's College, South Road, Taunton, Somerset TA1 3LA. 
 
2. Complaint Handling Process: 
 
During King’s College term time, upon receiving a complaint, we will acknowledge its receipt within 48 hours and provide an estimated timeline for resolution. During King’s College holidays we will acknowledge receipt within a week. 
 
The Head of Swimming or Pool Manager will investigate and handle the complaint impartially. 
 
All complaints will be treated confidentially, and information will only be shared with relevant parties involved in the resolution process. 
 
3. Timeframe for Resolving Complaints: 
 
We aim to resolve complaints as quickly as possible, and most issues are resolved within 14 days. 
 
Complex complaints or those requiring external expertise may take longer to investigate and resolve. In such cases, we will provide regular updates on the progress and expected timeframe for resolution. 
 
4. Fair and Objective Handling: 
 
Our staff will approach each complaint with fairness, objectivity, and without bias. 
 
All parties involved will have the opportunity to present their perspectives and provide supporting evidence. 
 
We will consider all relevant information and take appropriate actions to resolve the complaint effectively. 
 
5. Resolution Options: 
 
Where possible, we will work towards an amicable resolution that satisfies all parties involved. 
 
Potential resolutions may include providing an explanation, offering a solution, implementing policy changes, or providing refunds, if deemed necessary. 
 
6. Escalation: 
 
If a complainant is not satisfied with the initial resolution or handling of their complaint, they may request an escalation. 
 
The complaint will be reviewed by a senior staff member or manager who will conduct a thorough review of the matter. 
 
The complainant will be informed of the outcome of the escalation process within 21 days. 
 
7. Continuous Improvement: 
 
We value feedback and see complaints as an opportunity to improve our services. 
 
All complaints will be documented, so that we can note any patterns to identify areas for improvement. 
 
We will take necessary steps to prevent similar issues from recurring in the future. 
 
Please note that this Complaints Policy is subject to periodic review to ensure its effectiveness. We appreciate your cooperation in providing feedback and notifying us of any concerns, as it helps us maintain a high standards. 
 
If you have any questions or require further clarification regarding this policy, please do not hesitate to contact the Community Swimming team at King’s College Taunton. 
 
Address: Community Swimming, King's College, South Road, Taunton, Somerset TA1 3LA 
 
 
 
 
Published August 2023