Complaints and Appeals
St Martins Karate Carnforth complaints and appeals procedures explain how concerns can be raised, considered and reviewed fairly.
Our approach to complaints
St Martins Karate Carnforth aims to provide a safe, welcoming and positive environment for all students, parents, carers and members. We recognise that concerns or complaints may sometimes arise, and we are committed to dealing with them fairly, respectfully and as promptly as possible.
Wherever possible, we encourage concerns to be raised informally at an early stage so that they can be resolved quickly. Where this is not appropriate, or where an informal discussion does not resolve the matter, a formal complaint can be made using the process set out below.
How to raise a concern or complaint
If something has caused concern, we encourage you to speak to an instructor or club representative as soon as possible. Many issues can be resolved quickly through an informal conversation.
If the matter cannot be resolved informally, or if you would prefer to make a formal complaint, please contact the club in writing and explain the nature of your concern, the outcome you are seeking and any relevant information.
What to include in a formal complaint
To help us understand and investigate the matter properly, please include the following information where possible:
- Your name and contact details
- The name of the member concerned, where relevant
- A clear description of what happened
- The date, time and location of the incident
- The names of anyone involved or who witnessed it
- Any steps already taken to resolve the matter
- The outcome you would like the club to consider
What happens next
Once a formal complaint is received, the club will acknowledge it and review the information provided. The complaint will be handled by an appropriate person who is not directly involved in the matter wherever possible.
- We will acknowledge the complaint, normally within five working days.
- We may contact you for further information or clarification.
- The matter will be reviewed fairly and, where necessary, relevant people may be asked to provide information.
- We will aim to provide a written outcome within 20 working days.
- Where more time is needed, we will explain the reason and give an updated timescale.
How to appeal a decision
If you are dissatisfied with the outcome of a formal complaint, you may request an appeal. The appeal should explain clearly why you believe the decision or the way the complaint was handled should be reviewed
An appeal should normally be submitted in writing within 10 working days of receiving the complaint outcome. Wherever possible, it will be considered by someone who was not responsible for the original decision.
The appeal will consider whether the complaints process was followed fairly, whether relevant information was properly considered and whether the outcome was reasonable. It is not normally a complete reinvestigation unless new or significant information has become available.
Safeguarding concerns
A complaint about general club matters is different from a safeguarding concern. If you believe a child or adult may be at risk of harm, abuse or neglect, the matter should be reported through our safeguarding process rather than waiting for the complaints procedure.
Safeguarding concerns will be handled promptly by the club’s Designated Safeguarding Lead or Deputy Designated Safeguarding Lead and may be referred to the appropriate statutory authorities where necessary.
Confidentiality and fair treatment
Complaints and appeals will be handled as confidentially as reasonably possible. Information will only be shared with those who need it to understand, investigate or respond to the matter.
No member, parent, carer, volunteer or instructor should be treated unfairly because they have raised a genuine concern or complaint in good faith. Everyone involved is expected to communicate respectfully and cooperate with the process.
Making a complaint or appeal
Complaints and appeals should be submitted in writing so that the club has a clear record of the matter and the information provided.
Please use our contact page and clearly state that your message is a formal complaint or appeal. Include the information outlined above and any documents or evidence that may help us understand the matter.