At The Gymnastics Academy, we take pride in providing our athletes with a safe and positive environment to learn and grow, and providing high quality customer service to all members and parents. We understand that there may be occasions where our athletes, parents, or guardians have concerns or complaints. As such, we have developed a clear complaints policy to ensure that all concerns are dealt with in a timely and effective manner.
The first step in raising a complaint is to email our complaints address at hello@thegymnasticsacademy.co.uk. We ask that all complaints be submitted in writing to ensure that we have a clear understanding of the issue. We aim to respond to all complaints within 48 hours of receipt, acknowledging that we have received the complaint.
Once we have received a complaint, we will conduct an investigation to understand the issue and any underlying causes. We may ask for additional information or arrange a meeting to discuss the complaint further. We aim to complete our investigation within five working days of receipt of the complaint.
Following the investigation, we will provide a written response to the complainant, detailing our findings and any actions we plan to take. If necessary, we will also outline any changes to our policies or procedures to prevent similar issues from arising in the future.
If the complainant is not satisfied with our response, they may request a review of the decision. This request must be made in writing within 14 days of receipt of our response. A review will be conducted by a senior member of staff who was not involved in the initial investigation.
At The Gymnastics Academy, we are committed to ensuring that all complaints are handled fairly and promptly. We encourage all our athletes, parents, and guardians to raise any concerns they may have, as we value feedback and are committed to continuous improvement.
We understand that raising a complaint can be a difficult and emotional process, and we assure all complainants that their complaint will be handled with sensitivity and confidentiality. We are committed to resolving all complaints in a fair and satisfactory manner, and we appreciate the opportunity to learn and improve from all feedback received.