2PRU GYMNASTICS CLUB

Last Updated: 01/07/2023

 

At 2PRU Gymnastics Club, we value the satisfaction and feedback of our members. We aim to provide the highest level of service and ensure that all complaints are handled promptly, fairly, and with utmost professionalism. This Complaints Policy & Procedure outlines the steps to follow if you have any concerns or complaints about our services or operations.

Definition of a Complaint:

 

A complaint is defined as any expression of dissatisfaction with the services, facilities, or conduct of 2PRU Gymnastics Club, its staff, or representatives.

 

Informal Resolution:

We encourage members to address any minor concerns or issues in an informal manner whenever possible. If you have a complaint, please follow these steps:

 

• Speak directly with your child's coach or the staff member involved, if applicable, to discuss the issue and seek resolution.

• If you are uncomfortable discussing the matter with the involved staff or if the issue remains unresolved, you may contact the Club directors to escalate the concern.

 

Formal Complaint Submission:

If the complaint is not resolved through informal means, or if the nature of the complaint is more serious, you can submit a formal complaint in writing. Please follow these steps:

 

• Submit your written complaint via email to the Club directors. 

• Ensure that your complaint includes specific details, such as the nature of the complaint, the date and time of the incident, the individuals involved, and any other relevant information that can aid in the investigation and resolution process.

 

Complaint investigation:

• Upon receiving your formal complaint, the Club directors will initiate an investigation. This may involve gathering information from all parties involved, including witnesses if applicable. The investigation will be conducted in a fair, impartial, and confidential manner.

 

Resolution and Response:

Once the investigation is complete, the Club directors will respond to your complaint. This response will include:

• A summary of the investigation findings.

• Any actions taken to address the complaint. LThe proposed resolution to the issue, if applicable.

 

Appeals Process:

• If you are dissatisfied with the resolution provided, you may appeal the decision within 10 business days of receiving the response. The appeal should be made in writing via email, outlining the reasons for the appeal, and submitted to the Club Directors.

 

Final Decision:

• The Club Directors will review the appeal and respond with a final decision within 10 business days. The decision made by the Club Director is final.

 

Record Keeping:

• All formal complaints and their resolutions, along with any related documents, will be recorded and kept confidentially by the Club.

 

Non-Retaliation:

• 2PRU Gymnastics Club strictly prohibits any form of retaliation against individuals who file complaints in good faith. We are committed to creating a safe and supportive environment for all members.