Complaints Policy

TTP Swim School Ltd – Complaints Policy

1. Policy Statement

TTP Swim School Ltd is committed to delivering high-quality swimming education across both our locations at St Ignatius College and Waverley School.

We value all feedback and view complaints as an essential part of improving our service.

This policy outlines how we respond to complaints in a way that is timely, fair and transparent,

2. Scope

This policy applies to complaints raised by:

  • Parents and carers of enrolled children
  • Members of the public
  • Staff and volunteers
  • Other service users or stakeholders

Exclusions:

  • Safeguarding concerns (See separate safeguarding policy)
  • Assessment queries
  • Employment grievances (See separate grievance procedures)

3. Principles

  • Complaints will be handled promptly and respectfully
  • Confidentiality will be maintained throughout the process
  • We aim to respond within 10 working days per stage
  • Records are kept securely for monitoring and learning

4. Complaints Procedure- Dependent on the nature of the complaint.

🔹 Stage 1 – Informal Resolution

  • Raise the issue directly with the instructor or relevant staff at either location
  • We aim to resolve informal concerns within 5 working days

🔹 Stage 2 – Formal Complaint

  • Please email your complaint to TTP Swim School Ltd.
  • Direct conversation or acknowledgement within 3 working days
  • Full investigation and written response within 10 working days

🔹 Stage 3 – Escalation

  • If unsatisfied, please escalate your complaint with further correspondence
  • A panel of at least three different individuals (who have not been involved previously) will review the case
  • Final written response provided within 15 working days

5. Further Action

If the issue remains unresolved, the complainant may contact:

  • The Swimming Teachers Association (STA) if concerns are about teaching methods/standards or are about child welfare or the standard of provision.
  • Ofsted, if the concerns are about child welfare or the standard of provision
  • Local Authority, if applicable

6. Monitoring and Review

  • TTP Swim School reviews complaints termly to in our efforts to improve our services
  • This policy is reviewed biennially or following legislative updates

7. Contact Information

TTP Swim School Ltd, ttp@swimnow.uk

07931 258695

Locations:

St Ignatius College

Waverley School