Complaints Procedure
We'll make things right. At AG Martial Arts, we are committed to providing a safe, welcoming, and professional environment for all our members. We take any concerns or complaints seriously and aim to resolve them quickly, fairly, and in confidence.
1. Purpose of this procedure
This procedure explains how members, parents, or guardians can raise a concern or complaint, and how we will handle it.
2. How to make a complaint
Step 1 - Speak to the instructor
In most cases, concerns can be resolved quickly by speaking directly to your class instructor after the session. They will listen to your concern and aim to resolve it informally.
Step 2 - Contact club management
If you feel the issue has not been resolved, or you are uncomfortable raising it with the instructor, please contact the club management team via email at info@agmartialarts.co.uk. Please provide as much detail as possible, including dates, times, people involved, and any relevant evidence.
Step 3 - Formal review
If the issue remains unresolved, it will be reviewed by the Club Director or a senior member of the management team. You can contact Sohail directly on 07897 519309. A response will be provided within 14 days of receiving the formal complaint.
3. Our commitment
All complaints will be handled promptly, fairly, and confidentially. We will keep you informed of the progress and outcome of your complaint, and we will ensure that no one is treated unfairly for raising a concern.
4. Safeguarding concerns
If your complaint relates to the safety or welfare of a child or vulnerable person, it will be referred immediately to our Designated Safeguarding Lead in line with our safeguarding policy. Please see our safeguarding page for more information.
5. Outcome & resolution
Once your complaint has been reviewed, we will explain our findings and any actions we will take. Where appropriate, we will make changes to our policies, training, or procedures to prevent future issues.
6. Escalation
If you are not satisfied with the outcome, you may refer the matter to our governing body, BMABA.