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Complaint Procedures

Should you wish to make a formal complaint, either verbally or in writing, Oxford Rhythmic Gymnastics Club internal complaint procedure will ensure that your complaint is handled professionally and courteously and will meet the following standards:

 

  1. We must send a written acknowledgement within 5 working days of receipt of a complaint, giving the name or job title of the person handling the complaint within the Club (which will be either the Club Manager or Director of Coaching), together with a copy of the Clubs complaint handling procedure.
     

  2. Within 4 weeks of receiving a complaint, we must send the complainant either:

    • A final response; or

    • A holding response, which explains why we are not yet in a position to resolve the complaint and indicate when the Club will make further contact (which must be within eight weeks of receipt of the complaint).
       

  3. By the end of eight weeks after receipt of the complaint, we must send the complainant either:

    • a final response; or

    • a written response which:

      1. explains that the Club is still not in a position to make a final response, gives reasons for the further delay and indicates when it expects to be able to provide a final response; and

      2. informs the complainant that he may refer the complaint to the Club Chairman if he is dissatisfied with the delay and provides the appropriate contact details.
         

  4. Where within eight weeks of receiving a complaint, the Club sends the complainant a written response which either:
    a) offers redress or rejects the complaint and gives reasons for doing so;
    b) informs the complainant how to pursue his complaint with the Club if he remains dissatisfied; and
    c) indicates that it will regard the complaint as closed if it does not receive a reply within eight weeks;
    we are not obliged to continue to comply with 2 or 3 unless the complainant indicates that he remains dissatisfied, in which case, the obligation to comply with 3 resumes.
     

  5. If the complainant takes more than a week to reply to a written response of the kind described in point 4, the additional time in excess of a week will not count for the purposes of the time limits in 2 and 3.
     

  6. When we send a complainant a final response, the final response must:
    a) inform the complainant that he may refer the complaint to the Club Chairman if he is dissatisfied with the final response and that he must do so within six months; and
    b) Provide a substantive response on all issues raised on the complaint and say whether we:

    • Accept the complaint and where appropriate, offer suitable redress

    • Are offering redress without accepting the complaint

    • Reject the complaint. If the complaint is rejected our final response must give reasons why we are doing so.
       

  7. Should we receive a referred complaint from one of our service providers i.e. Parish Council etc, we must treat the complaint as if were received direct. The time limits apply from the date that the referral is received and a copy of our acknowledgement should also be sent to the firm that made the referral.
     

  8. We must make and retain records of all complaints received for a minimum of three years from the date of receipt of complaint.        

Last reviewed: April 2022

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