How to Raise a Concern
Our Commitment to you
The Informal Complaints Process
As a local volunteer swimming club, our aim is to deal with any issues that affect our swimmers, volunteers or members as promptly as possible, wherever possible by an informal process. However, we do appreciate that sometimes things can go wrong, and we take all complaints very seriously.
Although we hope you will not have any problems, we are here to help you with any issues that arise. So if you have a complaint, we ask you to let us know so that we have the opportunity to resolve the issue and learn from it.
Reporting a Concern
Our team are here to listen and review your concerns if you feel that we have:
- Failed to do something we should have done
- Done something incorrectly
- Treated you unfairly or discourteously
We can be contacted via email whereby a member of team will confirm receipt of your complaint within 2 working days. You can find the appropriate contact details for the relevant member of the team below.
Welfare Concern
If you have any concerns related to welfare or safeguarding, please email the Welfare Team.
Tami Taylor and Jenny Burton
Pool or Coaching Concern
If you have any coaching related concerns or issues in or around the immediate poolside, please email Head Coach.
Chris Graffin
General Club Issue or Feedback
Whether you have a concern or want to offer feedback on how the club operates, please email Club Secretary.
Allan Clift
Always Happy to Talk - Big or Small
If you would like to have an informal chat, Club Chair Ellie Heeley, Vice Chairs Steve Roberts and Louise Steele will be very happy to meet up with you.
Please contact us to arrange a time that works best for you: [email protected]
Our aim as a club is to deal with all informal complaints as speedily as possible but please remember that we are predominantly volunteers and not paid officials and club work is outside of our work and family commitments. We would ask you to take this into consideration whilst any investigation is underway.
The Formal Complaints Process
If you are dissatisfied with the outcome of your informal complaint, you can log a formal complaint by completing the Swim England Internal Club Complaint Form and review the Club Complaints Flowchart which outlines the steps involved.
Your formal complaint will be reviewed by the team and we will aim to reach a mutually acceptable solution.
If you are still dissatisfied after following our formal complaints procedure, please raise your complaint with Swim England [email protected]
