Complaints Policy

1. Purpose

Welbeck Training Centre aims to provide high-quality training and customer service in line with Royal Yachting Association (RYA) standards. We welcome feedback and take complaints seriously. This policy outlines how learners, customers, and staff can raise concerns, and how we will handle them fairly, promptly, and confidentially.

2. Scope

• Students and course participants
• Parents/guardians (where applicable)
• Instructors, staff, and volunteers
• Any other person engaging with the Training Centre

It covers all RYA courses, events, and services provided by WelbeckTraining Centre.

3. Principles

• Complaints are handled fairly, openly, and without prejudice.
• Concerns are dealt with as quickly as possible.
• We aim to resolve issues informally whenever appropriate.
• Escalation routes are clear and transparent.
• No person will suffer any disadvantage as a result of raising a complaint in good faith.

4. How to Make a Complaint

a) Informal Resolution

If you have a concern, please raise it initially with the instructor, coach, or staff member involved. Most issues can be resolved quickly and informally through discussion.

b) Formal Complaint

If the matter cannot be resolved informally, please submit a formal complaint in writing to the Principal / Chief Instructor within 14 days of the incident.
Your complaint should include:

• Your name and contact details
• Details of the course or event involved
• A clear description of the issue
• Any steps you have already taken to resolve it
• Any supporting evidence (e.g. correspondence, witness statements)

Formal complaints should be addressed to:
The Training Principal at this email address: Welbecksailingclub@gmail.co.uk

5. Investigation and Response

• The Principal (or a delegated senior member of staff) will acknowledge receipt of the complaint within 5 working days.
• An investigation will be carried out, which may involve speaking with all parties concerned.
• A written response outlining the findings and any actions to be taken will be provided within 20 working days, where possible.
• If the matter is complex, we will update you on progress and expected timescales.

6. Appeals

If you are not satisfied with the outcome, you may appeal in writing within 14 days of receiving the response. The appeal will be reviewed by a senior person not previously involved in the complaint.
You will receive a written decision within 20 working days of the appeal being received.

7. Escalation to the RYA

If, after following the above process, you remain dissatisfied and your complaint concerns an RYA-recognised training course, you may refer the matter to the RYA Training Department:

RYA Training Department
RYA House, Ensign Way, Hamble,
Southampton SO31 4YA
Email: training@rya.org.uk
Website: www.rya.org.uk
    

The RYA will only normally consider complaints once the centre’s own process has been fully exhausted.

8. Record Keeping

All complaints and their outcomes will be recorded and retained confidentially for a minimum of 3 years. Records will be used to identify any areas for improvement in our training delivery or operations.

9. Policy Review

This policy will be reviewed annually or sooner if required by changes in RYA regulations or organisational practice.

Approved for distrbution on 23-1-2024