Complaints & Grievance Policy
Sapphire Gymnastics Club is committed to dealing with complaints fairly, respectfully and confidentially, with the safety and welfare of our members as our highest priority.
Our Commitment
Sapphire Gymnastics Club is aligned with British Gymnastics procedures for complaints and disciplinary matters.
The safety and welfare of our members is our highest priority. All formal complaints and grievances should be addressed directly to our Welfare Officers.
All complaints will be handled confidentially and only relevant parties will be involved.
Where a complaint or issue cannot be resolved within Sapphire Gymnastics Club, the appropriate British Gymnastics procedures will be followed.
Resolving Concerns
Sapphire Gymnastics Club is committed to providing a safe, progressive, consistent and accessible service to all members and their parents and carers.
We aim to provide high-quality services at all times, but we recognise that occasionally things may not go to plan.
When this happens, we want to know so that we can address the issue, make appropriate improvements and learn from any developmental opportunities.
We aim to resolve problems as soon as they occur. Before beginning the formal complaints process, parents and carers should first attempt to resolve the matter through appropriate discussion or correspondence.
The club's Welfare Officer is responsible for investigating and dealing fully with formal complaints.
If an issue places the immediate safety or welfare of a member at risk, the Regional Welfare Officer or another relevant authority may be informed without delay.
Complaints Procedure
Informal Resolution
If a parent or carer has a complaint about an aspect of club activity, or about the conduct of an individual member of the team, it will often be possible to resolve the issue by speaking directly to the individual concerned and/or the club coach responsible for the session.
Sapphire Gymnastics Club is committed to open and regular dialogue with parents and carers and welcomes comments, whether positive or negative.
Complaints should be raised at an appropriate time, for example at the end of a session or during a changeover period, rather than during active coaching.
If a satisfactory resolution cannot be reached, the complaint should proceed to Stage Two.
Formal Written Complaint
If informal discussion or email correspondence has not resolved the issue, the parent or carer should submit the complaint in writing to the Head Coach or Welfare Officer.
The complaint should include relevant names, dates and circumstances to allow the matter to be investigated properly.
The Head Coach or Welfare Officer will acknowledge receipt of the complaint as soon as possible and will normally aim to complete a full investigation within 21 days.
Where there is a delay, the complainant will be kept informed of progress.
If the complainant is not satisfied with the outcome, the matter may be referred to the British Gymnastics Regional Welfare Officer.
British Gymnastics Referral
The British Gymnastics Regional Welfare Officer will follow the relevant British Gymnastics procedures and policies.
Communication may take place between the Regional Welfare Officer, the complainant and Sapphire Gymnastics Club.
The Regional Welfare Officer will aim to keep relevant parties informed of progress or delays and work towards resolving the issues raised.
Where necessary, additional organisations or authorities may also become involved.
The complaint may also be passed to the appropriate British Gymnastics team for further review.
Contact Us
If you wish to raise a concern or have a question regarding our Complaints & Grievance Policy, please contact Sapphire Gymnastics Club.
Email our Welfare Team
[email protected]
Sapphire Gymnastics Club