We welcome feedback and take every complaint seriously. This Policy explains how to raise a concern and how we will handle it fairly, promptly, and transparently.
1. Our Commitment
A complaint is an opportunity to improve. We aim to resolve concerns quickly, treat everyone with respect, and ensure no one is disadvantaged for raising a genuine concern.
2. How to Raise a Complaint
Complaints can be raised verbally with any coach or in writing to jmalhotra@bernardine.co.uk. Please include what happened, when, who was involved, and the outcome you are seeking.
3. Stages of Escalation
Stage 1 — Informal resolution
Most concerns are resolved quickly and informally by speaking with your coach. We aim to respond within 3 working days.
Stage 2 — Formal complaint
If unresolved, submit a formal written complaint. We will acknowledge it within 5 working days and provide a full written response within 20 working days.
Stage 3 — Review
If you remain dissatisfied, you may request a review by a senior member of the Company not previously involved. Their decision concludes our internal process.
4. External Escalation
- Data protection complaints: the Information Commissioner's Office (ico.org.uk).
- Council/government pilot: the relevant complaints route of the referring or funding authority.
- Safeguarding: the relevant Local Authority or the police.
5. Records
All formal complaints are logged, handled confidentially, and reviewed periodically to identify improvements. Records are retained per the Data Retention Policy.