Complaint Policy
West Yorkshire Martial Arts – Taekwondo
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1. Policy Purpose
West Yorkshire Martial Arts is committed to providing a safe, respectful, and high-quality environment for all members. We recognise that, on occasion, individuals may wish to raise concerns or complaints about an issue related to the club, its instructors, students, or training practices.
This policy outlines a clear and fair process for raising and resolving complaints in a timely and respectful manner.
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2. Scope
This policy applies to:
• All students and parents/guardians
• Instructors and assistant instructors
• Visitors and members of the public interacting with the club
Complaints may relate to:
• Instructor conduct
• Student behaviour
• Bullying or discrimination
• Health and safety concerns
• Administrative issues (e.g., fees, schedules, grading)
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3. Guiding Principles
We handle all complaints with the following principles in mind:
• Confidentiality: All complaints are treated in confidence unless disclosure is legally required.
• Respect: All parties involved will be treated with respect and impartiality.
• Timeliness: Complaints will be addressed as quickly as possible.
• Fairness: Complaints will be investigated objectively and without bias.
• No Retaliation: No person will face repercussions for making a genuine complaint in good faith.
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4. Informal Complaint Process
Where appropriate, we encourage concerns to be resolved informally before escalating.
Step 1: Speak to the Instructor
• Raise the issue directly with the instructor after class or via email.
• Most issues can be resolved quickly through a respectful conversation.
Step 2: Mediation (if needed)
• If the issue involves another student or parent, the instructor may arrange a mediated discussion to resolve the matter constructively.
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5. Formal Complaint Procedure
If the issue cannot be resolved informally, a formal complaint may be submitted.
Step 1: Submit a Written Complaint
• Complaints should be submitted in writing (email or letter) to the Senior Instructor or Club Director.
• Include:
o Your full name and contact details
o A detailed description of the issue
o Date(s) and names of individuals involved
o Any supporting evidence or witnesses (if applicable)
Step 2: Acknowledgement
• The complaint will be acknowledged in writing within 5 working days.
• You may be asked for further details or clarification.
Step 3: Investigation
• The Senior Instructor (or an appointed person not involved in the complaint) will investigate.
• Both sides will be given the opportunity to present their views.
Step 4: Outcome
• A decision will be communicated in writing within 10–15 working days of the complaint being acknowledged (unless more time is required).
• Possible outcomes:
o Explanation or apology
o Mediation or behavioural agreement
o Disciplinary action
o No action (with explanation)
Step 5: Appeal (if required)
• If you are dissatisfied with the outcome, you may request a review within 7 days.
• The appeal will be reviewed by a different senior member or external advisor, and a final decision will be issued.
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6. Record Keeping
• All formal complaints and outcomes will be documented and securely stored.
• These records will be kept for a minimum of 2 years.
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7. Safeguarding Concerns
If a complaint relates to child safety, abuse, or serious misconduct, it will be escalated immediately to:
• The Club’s Welfare/Safeguarding Officer
• Or, where appropriate, reported to relevant authorities (e.g., NSPCC, police, or British Taekwondo governing body)
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8. Contact Information
Senior Instructor / Club Director
Scott Hammond
📧 Email: wymartialarts.com
📞 Phone: 07970052149

9. Policy Review
This policy will be reviewed annually or in response to any serious incident or regulatory change.