EWKR Complaints Procedure

This page outlines the England Wado Kai complaints procedure.

EWKR aims to deliver a high-quality Martial Arts service for all students - both adults and children. Where children are concerned, we aim to help young students achieve the high standards of karate required by the EWKR. If for any reason we fall short of our goal, we would like to be informed in order to improve our services.

Any complaints about an individual (instructor, official or other student) or an activity should be made to the EWKR Complaints Handler who is usually responsible for dealing with these. However, if the complaint is about the Complaints Handler, then you should direct your complaint to the Chairman.
If child protection issues are raised, the Complaints Handler will refer the situation to the Club’s Child Protection Officer, who will then follow the procedures of the Club’s Safeguarding Policy.

Complaints will be recorded and will be dealt with in the following manner:

Complaints Procedure Stage One (Informal)

1. Complaints procedure about aspects of club activity.

The Complaints Handler will discuss the matter informally with the complainant and any other relevant individuals as appropriate, and aim to reach a satisfactory resolution.

2. Complaints procedure about an individual instructor, official or other student.

If appropriate, the complainant will be encouraged to discuss the matter with the individual concerned. If the complainant feels that this is not appropriate, the matter should be discussed with the Complaints Handler, who will then discuss the complaint informally with the individual concerned and try to reach a satisfactory resolution.

Complaints Procedure Stage Two (Formal)

If it is impossible to reach a satisfactory resolution through informal discussion, the complainant should put their complaint in writing/email to the Complaints Handler. The Complaints Handler will:

1. Acknowledge receipt of the complaint within 7 days.
2. Investigate the matter with the persons concerned.
3. Notify the complainant of the outcome within 28 working days. This may be extended depending on the complexity of the complaint.
4. Send a full response in writing/email to all relevant parties, including details of any recommended changes to be made to the Club’s practices or policies as a result of the complaint.
5. If requested to do so, meet face to face with the relevant parties to discuss the Club’s response to the complaint, either all parties together or on an individual basis, whichever is most appropriate.

How to make a complaint

Any complaints about an individual (instructor, official or other student) or an EWKR activity should be made to the EWKR Complaints Handler, who is usually responsible for dealing with these. However, if the complaint is about the Complaints Handler, then you should direct your complaint to the General Secretary.

When making a complaint, please provide your name, address, email and phone number.

Following a Complaint, What Happens Next

1. We will send you an email acknowledging receipt of your complaint within 7 working days of receipt. We will also need to inform the accused individual and give them the opportunity to respond in writing.
2. Your complaint will then be investigated. This will involve passing your complaint to the appropriate department who will thoroughly review the matter along with any evidence or statements.
3. We will then send you a detailed written reply to your complaint, including our suggestions for resolving the matter.
4. We aim to write to you with our final position on your complaint, explaining our outcomes within 28 working days. This could be extended depending on the complexity of your complaint and if witnesses are away or ill and cannot be contacted for information within our stated time frame.

Contacts

EWKR Complaints Handler Richard Baker

EWKR General Secretary Julie Franklin