Terms & conditions

Complaints and Non-Conformance Procedure

United Kingdom Sailing Academy (UKSA) is focused on meeting our customer expectations and delivering customer satisfaction. We take complaints and non-conformances seriously and view them as an important way of improving what we do. This procedure explains how our staff should respond to a complaint or non-conformance. UKSA defines a complaint as an unsolicited expression of dissatisfaction with the service we provide. UKSA defines a Non-conformance as the failure to comply with a requirement, standard, or procedure and corrective action is subsequently required to eliminate the cause of the non-conformity and to prevent recurrence. Internal staff non-conformances should be reported to the Head of Quality & Governance.

Customer Complaints Procedure

UKSA will investigate every complaint thoroughly and deal with the issues as quickly as possible. We will admit our failings if the facts clearly prove that we have not delivered an acceptable standard of service or procedures have not been followed or require amendment. UKSA will not investigate anonymous complaints or those considered to be malicious/vexatious.

Stage 1: Resolving the issue informally

We encourage anyone with a concern or a complaint to raise these as soon as possible so that we can deal with them quickly. Customers are requested to in the first instance, to speak to their mentor/senior instructor/skipper/reception or Education/Course Manager as appropriate.  All will be done to sort out the matters raised, through discussions and asking for advice where necessary. If the issue has not been resolved informally then the customer can escalate it to a Stage 2.

Stage 2: Logging a complaint with Customer Relations Coordinator

The next stage is to register the issue with the Customer Relations Coordinator via a telephone call, personal visit, or email. The Customer Relations Coordinator will log details of the complaint along with any written correspondence onto SalesForce. The Customer Relations Coordinator shall consult with relevant parties and will log further progress and eventual closure of the issue on SalesForce.

The preferred method of lodging a complaint is in writing either in a letter or an email. UKSA will however acknowledge a formal verbal complaint if the correspondent has special requirements which mean they cannot send a complaint in writing, or would like some assistance in submitting a complaint, then they should contact the Customer Relations Coordinator.  As a minimum the formal complaint should include.

  • contact details and course attended (with dates)
  • the reasons for the complaint/non-conformance stated clearly and concisely the main areas of concern and where appropriate supported by examples
  • Details of any prior correspondence or verbal communication regarding the matter.

To submit a complaint either:

  1. Write to Customer Relations Coordinator, UKSA, Arctic Road, Cowes, Isle of Wight PO31 7PQ
  2.  Send an e-mail to [email protected]

The Customer Relations Coordinator will send an acknowledgement of a complaint within three working days of its receipt and work with the appropriate Manager/Head of Department/Director as part of the investigation (working days are defined as Monday through to Friday).

Stage 3: Escalation to the Head of Quality & Governance

However, if the issue cannot be resolved then it will be escalated to Stage 3. The Head of Quality & Governance will investigate Issues that could not be resolved at Level 2, Serious Issues, issues that relate to the Customer Relations Coordinator (to ensure objectivity).

A written reply providing a full response to all aspects raised in the complaint will be sent within 15 working days (or sooner if practicable). Where it has not been possible to provide a written response within 15 days, UKSA will keep the correspondent informed about the projected date of reply. The response will detail a clear conclusion in terms of whether an aspect of a complaint has been upheld or not upheld. However, where the evidence is inconclusive, (for example, if there is a difference of opinion which cannot reasonably be resolved through independent confirmation) then no conclusion will be drawn, and the outcome will be recorded as ‘no decision could be reached’. Where this occurs, UKSA will give a full explanation of why a conclusion cannot be reached.

Stage 4: Escalation to Chief Executive

If the correspondent is dissatisfied with the outcome of the formal complaint’s procedure, then they should request a review of how the complaint was handled and the resolution offered:

Chief Executive

UKSA

Arctic Road

Cowes

Isle of Wight

PO31 7PQ

The request needs to be made within 14 days of the reply to the formal complaint and an acknowledgement will be sent within three working days. The Chief Executive will consider the request and will carry out a review of the investigation and the outcome, taking account of the raised concerns. This review will also consider:

Adherence to procedure.

  • alleged discrimination or discourtesy
  • failure to apologise or accept mistakes
  • the appropriateness of the remedies offered.

A written reply providing a full response to all aspects raised in the complaint will be sent within 15 working days (or sooner if practicable). Where it has not been possible to provide a written response within 15 days, UKSA will keep the correspondent informed about the projected date of reply. The response will detail a clear conclusion in terms of whether an aspect of a complaint has been upheld or not upheld. However, where the evidence is inconclusive, (for example, if there is a difference of opinion which cannot reasonably be resolved through independent confirmation) then no conclusion will be drawn, and the outcome will be recorded as ‘no decision could be reached’. Where this occurs, UKSA will give a full explanation of why a conclusion cannot be reached.

Stage 5: External recourse

SQA courses: Candidates can complain to SQA about non assessment related matters and the regulator once they have exhausted SQA awarding body and UKSA’s complaints procedures.

Raising a Complain to the British Accreditation Council (BCA)

Should UKSA not be able to resolve a student complaint, the students may refer the complaint to British Accreditation Council (BAC). UKSA is accredited by British Accreditation Council who set the leading standards for educational quality within independent further and higher education sector.)  BAC complaints procedure can be found here: www.the-bac.org/bac-complaints-procedure/

Students who are franchised through IW College may raise their complaint with the college once they have exhausted the UKSA procedure.

Responding to Complaints Containing Safeguarding Concerns

We will prioritise complaints that we consider to be high risk, for example, those relating to safeguarding or disability support, or where the impact of the issues raised has detrimental consequences for the student’s mental health or where the student displays distress.

If you have a concern about the safety of a young person or adult with care and support needs at UKSA you should contact UKSA’s Reception (01983 294941) or UKSA’s dedicated Safeguarding Number 01983 301894, where you will be referred to one of UKSA’s designated safeguarding team. You can read more about our commitment to protecting students in our Safeguarding Policy, which is available on UKSA’s website.

Fundraising Complaints Procedure

UKSA demonstrates its commitment to promoting the highest standards in line with The Fundraising Regulator and in addition to The Fundraising Promise. The Fundraising Regular is the independent regulator of charitable fundraising. The Fundraising Promise outlines the commitment made to donors and the public by fundraising organisations that register with the Fundraising Regulator. In accordance with the regulations, UKSA ensures its fundraising is legal, open, honest, and respectful. The standards for fundraising are set out in the Code of Fundraising Practice.

Raising a Complaint in Relation to Fundraising

UKSA promises to promote the highest standards in fundraising in accordance with the Fundraising Code of Fundraising Practice and the Fundraising Promise, if, for reasons that may be outlined below, in the first instance, you can visit our web page on our complaints procedure https://uksa.org/terms-and-conditions/customer-complaints-procedure/ and by emailing [email protected]

  • A criminal offense has been committed or is being committed or is likely to be committed
  • A person has failed, is failing, or is likely to fail to comply with any legal obligation to which they are subject to
  • A miscarriage of justice that has occurred, is occurring, or is likely to occur
  • The health or safety of any individual has been, is being or is likely to be, endangered.
  • The environment, has been, is being, or is likely to be, damaged.
  • Information tending to show any of the above, is being or is likely to be, deliberately concealed.

UKSA will investigate every complaint thoroughly and deal with the issues as quickly as possible. We will admit our failings if the facts show that we have not delivered an acceptable standard of service of procedures have not been followed or require amendment. If you are dissatisfied with the outcome of your fundraising complaint, you can get contact with The Fundraising Regulator who will investigate complaints where they cannot be resolved by UKSA or whether it has caused, or has the potential to cause, significant harm.

[email protected]

calling 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)

sending a letter to Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1

Raising a Complaint to the Financial Conduct Authority

Compliance with the Financial Conduct Authority (FCA) for repayable funds: At UKSA, we value our customers and want to ensure your satisfaction while adhering to the strict regulations set by the Financial Conduct Authority (FCA). If you have a been awarded assisted funding, and remain dissatisfied after exhausting our internal complaints process, you have the option to escalate your complaint to an independent external body called the Financial Ombudsman Service.

The Financial Ombudsman Service is an impartial organisation that helps resolve disputes between financial service providers and their customers

You can contact the Financial Ombudsman Service within six months of receiving our final response. They will guide you through their own complaint handling process.

To contact the Financial Ombudsman Service:

The Financial Ombudsman Service

www.financial-ombudsman.org.uk
Telephone: 0300 123 9 123
Monday to Friday, 8am to 8pm
Saturday, 9am to 1pm

The Financial Ombudsman Service will review your complaint independently and provide a fair and impartial decision. Their decision is binding on us, but you are not obligated to accept it.

We are committed to addressing your concerns and providing a resolution that meets your expectations. Should you decide to escalate your complaint to the Financial Ombudsman Service, we will cooperate fully with their investigation to ensure a fair and satisfactory outcome.