COMPLAINTS PROCEDURE

MermaidsUK strives on providing a professional and respectful service at all times. If however, one feels dissatisfied with the service provided, a complaint procedure has been developed to support the complainant in submitting and resolving the issue in concern. All complaints need to be sent via post to;

MermaidsUK Complaints 36 Fairacre Avenue Barnstaple
Devon

EX32 9DF

Completing the Complaint

MermaidsUK will only acknowledge and take the required actions necessary towards complaints that are completed in the following format:

  • *  Written, signed and sent into MermaidsUK by the complainant using the address above
  • *  Dated with the date of the complaint being written
  • *  All details and information with regards to the issue of concern are enclosed, as once acomplaint has been submitted the complainant cannot change or amend the complaint in

    anyway

  • *  To be sent and received by MermaidsUK no later than 10 working days after the date of theissue of concern

    Receipt of Complaint

    On receipt of the complaint, MermaidsUK will complete the following procedure within 5 working days;

  • *  Acknowledge the complaint and inform the complainant of required actions
  • *  Issue a complaint file in the complainant’s name
  • *  Direct the complaint to the Managing Director who will determine the priority of thecomplaint against any other issues
  • *  Copy the complaint and file the document along with the actions taken in the relevantMermaidsUK Tutors personnel file
  • *  Contact the Tutor of who the complaint is made against and inform them of issues raised
  • *  If the complaint regards a safeguarding issue MermaidsUK will follow the guidelines set outin the Child Protection Policy

    Defendants Acknowledgment and Response

    MermaidsUK will send the defendant the details of the complaint, to which an acknowledgment and response will be needed within 10 working days of receipt. On receipt of the defendants response, MermaidsUK will;

  • *  Review the complaint and response from the defendant
  • *  Gather all other information relevant to the issue raised, such as feedback forms, evaluationforms, evidence from witnesses etc.

    UK Mermaids Ltd trading as MermaidsUK

    Registered in England, Company No.9537039
    Registered address: 36 Fairacre Avenue, Barnstaple, Devon, EX32 9DF info@mermaidsswimuk.co.uk www.mermaidsswimuk.co.uk

Course of Action

Once all information has been gathered from the complainant, defendant and any other sources, the Managing Director will discuss and decide the appropriate course of action within 10 working days of receipt of the defendant’s response.

MermaidsUK will then inform the complainant and defendant of the course of action decided and request confirmation of receipt from both parties within 5 working days. If the complainant nor the defendant does not accept the final decision, they will need to personally appeal to our accrediting body.

Complainants Procedure Timeline

From the date of the issue of concern, the complainant will receive a decision with regards to their complaint within 60 working days.

Below is the timeline from the date of issue of concern to receiving the final complaint decision.

  • –  10 working days to file a complaint
  • –  10 working days for MermaidsUK to acknowledge the complaint
  • –  15 working days for defendant to acknowledge and reply
  • –  15 working days for MermaidsUK to decide a final decision
  • –  10 working days for complainant and defendant to accept/refuse the final outcome
  • –  15 working days for complainant to appeal the decision
  • –  15 working days for MermaidsUK to consider the appeal
  • –  10 working days to advise complainant of outcome