SwimMark Club

Complaints procedure

This six-stage policy has been formally adopted by Leander Swimming Club and is consistent with, inter alia, Wavepower 2016-19: Child safeguarding policy and procedures for Swim England clubs.

Stage 1 – Verbal Discussion

Any individual who has an issue with any aspect of the Leander Swimming Club’s provision, should, in the first instance, discuss their concerns with their immediate supervisor.

  • For swimmers or parents/carers, this will be a teacher or coach.

  • For coaches, this will be a committee member or the Welfare Officer.

Please make sure there is time for a calm and private discussion. Organise a time

when the teacher/coach’s sessions are finished and they have no other sessions


The supervisor will complete an Incident Report Logfor the club’s information andmonitoring.

Should this for any reason be inappropriate, please should move directly to stage 2. If the nature of the complaint affects a child’s welfare, reference must be made to Leander Swimming Club’s Child Protection Policy.

Stage 2 – Written Complaint

If the initial stage has not resulted in a satisfactory outcome, or if the issue recurs,

the issue should be put in writing to Leander’s Welfare Officer using our contact form.

Leander’s Welfare Officer will acknowledge the message, investigate and offer resolution.


Stage 3 – Formal Committee Response

Should an immediate resolution not be possible, the Welfare Officer will present a written note in confidence at the next committee meeting (these meetings occur approximately every 4 weeks).

The committee will discuss the matter in confidence and offer a solution in writing to

the swimmer, parent/carer or coach.

Stage 4 – Formal Committee Meeting

If the written response is for any reason not found acceptable, a meeting should be sought with the Welfare Officer and another committee member.

• At such meetings, swimmers should be accompanied by a


  • Parents/carers may be accompanied by a partner or friend if required.

  • Teachers/coaches may be accompanied by a friend or colleague if


An agreed written record of the discussion will be made for all parties present at the

meeting to sign as an accurate record. A copy will be shared with the parties.

Stage 5 - Mediation

If after the Stage 4 meeting agreement cannot be reached, an external mediator will be invited to support resolution.

This person will be agreed in advance who is acceptable to both parties. Staff or volunteers within the ASA are appropriate persons to be invited to act as mediators.

A mediator has no legal powers. Their role is to listen to both sides, help define the

issue, review actions taken to date and to offer balanced and impartial advice which will enable the issue to be resolved.

The mediator will keep any discussions confidential. If this is considered helpful, they

may hold separate meetings with parties involved in the situation.


The mediator must keep an agreed record of any meetings that are held and of any advice they provide.

Stage 6 - Resolution

When the mediator has concluded their investigations, a final meeting between the swimmer or parent/carer, the Welfare Officer and the committee member will be


The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint. The mediator’s advice will be used to reach this conclusion. The mediator will be present if all parties deem it will help reach a decision.

A record of this meeting, including the decision on the action to be taken, will be made with everyone present at the meeting signing the record and receiving a copy of it.

This signed record signifies that the procedure has concluded.