COMPLAINTS PROCEDURE

We're always working hard to make sure our members receive the best experience possible — but there's always room for improvements. If we fall short of your expectation in any way, please let us know.

Everyone involved in our club deserves courtesy, respect and prompt, careful attention to any concerns that may arise. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate person.

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If this does not have the desired result, we have a procedure for dealing with concerns which follows the Complaints Procedure set out by Swim England. This process is for complaints other than those concerned with a safeguarding issue.

Any concern about a safeguarding issue should be referred to the Club’s Welfare Officer, Helen Sadler. Please see the separate Safeguarding Policy for full details of the process and contact

details.

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If you have been unable to resolve your concern informally, please contact our Club Secretary, Bethany Hogg, who will guide you through the Complaints Process.

She can be contacted via email clubsecretarytmbsc@gmail.com

Please head your email COMPLAINT FAO DR BETHANY HOGG.