Complaints Policy

Purpose

The Water Fitness is committed to providing an efficient and high standard of service to all.
We are connaturally working to achieve this high level of service by maintaining quality assurance standards which are compliant with regulatory requirements. We take every care to ensure we are delivering a high standard of service but are aware that there may be occasions that we do not meet both yours and our expectations, in this instance please raise your concerns with us immediately so we can address them, respond positivity, and rectify any mistakes made.

 

Policy
The Water Fitness is committed to promotion fairness and equality of treatment to all. We welcome positive or negative feedback from any individual that has been directly affected by our products, training, or services. We strive to think our customers have confidence that we will listen to their views and act upon them accordingly.

All correspondence will be acknowledged by us within 10 working days, any dissatisfaction received will be treated as complaint.

Our aim is to provide our customers with a clear, precise process to follow where they feel the need to make a complaint and what Water Fitness Team aims to do to seek a resolution.

We aim to ensure that:

• The complains procedure is an easy process to follow, being prompt and effective.
• All complaints are treated as a dissatisfaction with our level of service.
• The correct resolution is to the complaint’s satisfaction (explanation, apology, action taken) being courteous, consultative, and responsive.
• Complaints and feedback are reviewed in line with our quality assurance standards to help improve our service, whilst being open and informative relating to the outcome

Everyone has right to raise a complain, so this policy will define the stage and procedures you would need to follow, guidance is as follows:

• The process you need to follow to submit and enquiry or appeal.
• The timescales for an enquiry or appeal

How and when you will be notified of the outcome:

• The process you need to follow to raise a complaint.
• The appropriate person who this should be directed to.
• The time scales for the complaint to be investigated.
• How and when you will be notified of the outcome

 

Raising Concerns and making Complaints
All individuals can access the information about complaints procedures through our website or can request a copy by contacting us in emails info@waterfitness.co.uk. We are committed to providing an equal opportunity for all, where possible, to communicate with us.

A complaint can be raised by an individual, a group who attended the Water Fitness Course, not by a third party, should be email to Head Office or to Tutor who delivered the course.
Once Water Fitness have received a complaint an acknowledgement will be send within 10 working days. The complaint will be reviewed in line with our policy and procedures and investigation will be conducted where necessary. To ensure a fair and thorough process is followed the duration on the investigation will depend on the nature and severity of the complaint we receive at the stage, or the complexity of the response required. We do aim to provide this as soon as the outcome is available or within a maximum of 28 days.

 

How to make complaint

Informal process
We understand that most individuals who are not satisfied with a service would like it addressed and dealt with as soon is possible, therefore an informal process would be far more appropriate.

An informal process will be more efficient, the appropriate tutor or Water Fitness Director will aim to resolve any complaints quickly by mediating between who is responsible for the dissatisfaction and the complainant. The complaint may be resolved immediately following this process, so we encourage our instructors to contact us directly for an informal discussion if they have a complaint that needs to be resolved to achieve the desirable outcome.

If a complain cannot be resolved informally then the formal complaints procedure should be followed. We may require further information from the complaints ensure we fully understand what the complaint entails, e will investigate accordingly to achieve the best outcome.

 

Formal Process
If the complaint is not satisfied with the outcome from the informal process a complainant should submitted in writing to info@waterfitness.co.uk

Once we have received a formal complaint in writing we will send acknowledgement of receipt to the complaint within 10 working days and an investigation to resolve the dissatisfaction will commence.

The Water Fitness will identify one Director to review the complaint for further investigation and the complaint will be notified of the individual responsible for this. Wate Fitness Head Office will conduct a further investigation into the complaint, upon completion of the investigation they will communicate and notify the complaint and provide them with an explanation or resolution.

The evidence of complaint will be kept on file in case of Appeal Process

• All information regarding the complaint
• Evidence
• Any other relative documentation/ information

The Appeal Team will meet to discuss and take one of the following actions:

• Uphold the initial decision.
• Uphold the appeal.
• Request further information from complainant.
• Request one or all that are involved to attend an interview.
• Take any other appropriate course of action were deemed necessary.

The complainant and all involved shall be notified of the decision, in writing as soon as it is available or within a maximum of 28 days of the final decision.

 

Records keeping

Information relating to complaint are kept o file for the following duration:

• Complaints which are closed: information deleted immediately.
• Complaints which are upheld: Information kept on file for five years.

 

Monitor and Review
This policy and its procedures will be reviewed annually as part of our quality assurance requirements to ensure it is fit for purpose, reflects the type of appeals that we may receive and how the process is managed in accordance with our qualification regulators. Regular reviews will ensure that we are adhering to our quality policy statement.