COMPLAINTS PROCEDURE

Moo Sool Academy is committed to providing excellent Yusool (Korean Jujitsu) to all our participants and parents/carers. If we are failing in this regard, we will do what we can to correct the situation.

If you have a complaint, please contact us with the details and, where possible, what you would like us to do to resolve the situation.

What will happen next?

1. We will send you written acknowledgment of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to a club Welfare Officer, who will review it.
3. We may invite you to a meeting (in person or by telephone) to discuss your complaint.
4. We will provide you with a final response, including what action is to be taken, within 14 days of your complaint. If we cannot provide a final response within 14 days, we will write to advise that we require more time to investigate the matter.
5. We will provide you with a final response, without exception, within 31 days.
6. If you are not satisfied with our response, you may appeal any decision and provide reasons and/or additional evidence for our consideration.
7. We will review your appeal within 14 days and provide our final response to your appeal.

Specific details can be found in our Disciplinary Rules and Procedures. Complaints about safeguarding or the welfare of a child are handled under the procedure for reporting concerns and can also be raised directly the designated Welfare Officer.

All complaints should be sent to the club Welfare Officer, or given in writing to any club instructor/coach.