Complaints Procedure

Complaints Procedure
West Midlands Aikido Association are committed to providing a high-quality service
to all our participants, children/young people and adults; parents/carers. When
something goes wrong, we need you to tell us about it. This will help us to improve
our standards.
If you have a complaint, please contact us with the details. We have 28 days to
consider your complaint.
Contact Email: info@westmidlandsaikido.org.uk
What will happen next?
1. We will send you a email or letter acknowledging receipt of your complaint
within 4 days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve the
committee panel of Chairman, Secretary speaking to the member of voluntary
staff or voluntary instructor or member of the club of who the complaint is
about. If the Chairman or Secretary are involved within the complaint a
independent members of the committee with be appointed to conduct the
interview.
3. We will then invite you to a meeting to discuss and hopefully resolve your
complaint. S/he will do this within 14 days of sending you the
acknowledgement letter.
4. Within 4 days of the meeting, we will write to you to confirm what took place
and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed
written reply to your complaint, including his/her suggestions for resolving the
matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we
will arrange for someone unconnected with the matter.
7. We will write to you within 14 days of receiving your request for a review,
confirming our final position on your complaint and explaining our reasons.