How to raise concerns and have them resolved fairly
Last Updated: February 2026 | Version 1.0
Email: complaints@awasportscoaching.com
Response Time: Acknowledgement within 3 working days, resolution within 14 days
Safeguarding Concerns: Email safeguarding@awasportscoaching.com or call 999 in emergencies
At AWA Coaching, we strive to provide excellent service to all our athletes, parents, and coaches. However, we recognize that things don't always go to plan. When you're not satisfied with our service, we want to hear about it so we can put things right and improve.
This Complaints Procedure explains:
Important: If your complaint involves safeguarding concerns about a child, please contact our Safeguarding Lead immediately at safeguarding@awasportscoaching.com or call 999 in an emergency. Safeguarding complaints follow a separate, priority procedure.
We encourage you to raise complaints as soon as possible. You can complain:
Speak to a coach or administrator at a session
Use the contact form in your Dashboard
To help us investigate effectively, please provide:
We will acknowledge your complaint and assign it a reference number. We'll explain who is handling it and the expected timeline.
We will investigate your complaint thoroughly. This may include speaking to staff, reviewing records, and gathering evidence. We may contact you for additional information.
We will send you a written response explaining our findings, the outcome, and any actions we're taking. If we need more time, we'll let you know and explain why.
If your complaint is upheld, we will implement the agreed resolution. This might include an apology, refund, service improvement, or other remedial action.
If you're not happy with our response, you have several options:
Email complaints@awasportscoaching.com within 14 days of receiving our response, explaining why you're dissatisfied. A senior manager will review your case independently.
Timeline: Review completed within 28 days
For consumer disputes, you may use an authorized ADR provider. ADR is a free, independent service that helps resolve disputes without going to court.
More information: We will provide ADR provider details if your complaint is not resolved
Depending on the nature of your complaint, you may contact:
Data Protection Issues
Information Commissioner's Office (ICO)
ico.org.uk | 0303 123 1113
Safeguarding Concerns
Local Authority Designated Officer (LADO)
Via your local council
As a last resort, you have the right to take legal action through the courts. We encourage you to try informal resolution and ADR first, as court proceedings can be costly and time-consuming.
We encourage you to raise complaints as soon as possible after the issue occurs. Generally:
Complaints should be made within 3 months of the incident. We may accept complaints outside this period if there are exceptional circumstances.
No time limit. Safeguarding concerns can be reported at any time, even years after the incident.
We will accept anonymous complaints and investigate them where possible. However:
For safeguarding concerns, we strongly encourage you to provide your details so we can protect the child effectively, but we will investigate anonymous safeguarding reports.
Safeguarding Complaints:
Email: safeguarding@awasportscoaching.com
Response: Same day (urgent priority)
We value your feedback and are committed to resolving complaints fairly and promptly.
Version 1.0 | Last Updated: February 2026 | Next Review: February 2027