- Introduction
Lyme Regis Sea School (LRSS) is committed to maintaining high standards across all areas of our activities, both afloat and ashore. We welcome feedback, including complaints, as they provide an opportunity to improve our services. This policy is designed in line with RYA guidelines to ensure that complaints are dealt with fairly, consistently, and promptly.
- What is a Complaint?
A complaint is an expression of dissatisfaction by a participant, parent, visitor, instructor, helper or member of the public about any aspect of the Centre’s services, activities, facilities, staff, instructors, or volunteers.
Complaints may relate to (but are not limited to):
- The quality or delivery of training or coaching
- Behaviour of staff, instructors, volunteers, or members
- Safety concerns or breaches of RYA or Centre policies
- Discrimination, bullying, or harassment
- Administrative or organisational issues
- Informal Resolution
LRSS encourage early resolution of concerns at a local level. If you feel comfortable doing so, please speak to a relevant member of staff or an instructor at the time the issue arises. Many concerns can be resolved quickly without the need for a formal complaint.
- Making a Formal Complaint
If the issue is not resolved informally or is more serious, a formal complaint should be submitted in writing to the Chief Instructor (Natasha Dower). Please include the following:
- Your name and contact details
- A clear statement of the complaint
- Relevant dates and individuals involved
- Any supporting evidence (e.g. emails, photos, witness statements)
Complaints should be sent to:
Email: Natashalrss@outlook.com
Complaints can also be submitted through the contact form on the LRSS website, where it will be picked up by a senior instructor, and forwarded on to the Chief Instructor.
- Complaints Involving Safeguarding or Welfare
If your complaint relates to a safeguarding or welfare concern, it should be reported immediately to the LRSS Welfare Officer (Joshua Bolton) or the RYA Safeguarding Team. These concerns will be managed according to the LRSS Safeguarding and Child Protection Policy.
Welfare Officer Contact: Joshua Bolton – Joshboltonlrss@gmail.com
RYA Safeguarding Team: safeguarding@rya.org.uk
- Investigation Process
Upon receiving a formal complaint, LRSS will follow the following steps:
- Acknowledgement: You will receive written confirmation within 5 working days.
- Investigation: The Chief Instructor (or appropriate person) will conduct a fair investigation. This may include speaking with relevant individuals and reviewing documentation.
- Outcome: A written response will be issued within 15 working days, setting out the findings and any actions taken. Please be aware, any specific actions towards instructors or volunteers cannot be shared due to GDPR.
- If the complaint involves a conflict of interest, an independent party may be appointed to oversee the investigation.
- Appeals and Escalation
If you are not satisfied with the outcome of your complaint, you may request a review by the Centre Principal (Joshua Bolton Joshboltonlrss@gmail.com), or Welfare Officer (Joshua Bolton), depending on the nature of the issue.
Appeals must be made in writing within 10 working days of the decision. The same timeline as the investigation process will be followed by the Centre Principal.
If the complaint remains unresolved, you may contact the RYA Training Department at training@rya.org.uk or the relevant RYA Safeguarding contact.
- Confidentiality
Please be aware that the LRSS will handle all complaints confidentially, and information will be shared only on a need-to-know basis. The Centre will ensure compliance with GDPR and data protection regulations.
- Record Keeping
The Centre will keep a confidential record of all formal complaints, including outcomes and actions taken, for a minimum of three years, or longer if required under RYA guidance or legal obligations.
- Policy Review
This policy will be reviewed annually by the Principal and Chief Instructor, or sooner if there are changes to RYA guidance or legislation.