Terms & conditions

Complaints and Non-Conformance Procedure

United Kingdom Sailing Academy (UKSA) is proud to retain its recognition of quality through our ISO 9001 Quality Management accreditation. We are focused on meeting our customer expectations and delivering customer satisfaction. Occasionally our staff or customers may have concerns about some areas of our operations or the conduct of our staff or students. We take complaints, non-conformances and any associated data breaches seriously and view them as an important way of improving what we do. Complaints can let us know about difficulties or problems in our systems and may lead us to change and improve processes and procedures. This procedure explains how our staff should respond to a complaint or non-conformance.  There is a separate procedure, POP-011 – Data Breach Notification Procedure, which details the procedure for a potential data breach.

Our complaints and non-conformance procedure covers concerns and formal complaints including (but not exhaustively):

  • Teaching and learning
  • Equality and diversity issues
  • Facilities, Catering and Accommodation
  • Marketing, Sales and Fundraising
  • Fleet and equipment.
  • Safeguarding and Health and Safety – these areas are dealt with under separate Management Meetings, procedures and overall recording are monitored by the Quality Assurance and Audit Officer.

UKSA defines a complaint as any expression of dissatisfaction about the service we provide that needs a response. We initially aim to resolve concerns informally, as described below, only escalating to a formal complaint if resolution at these initial stages of discussion and logging the issue has been unsuccessful.

A non-conformance is 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 Quality Assurance and Audit Officer.

A data breach is defined as a breach of security leading to the destruction, loss, alteration, unauthorised disclosure of, or access to, personal data.

The following procedure for handling complaints from customers has been drawn up in line with the following principles:

  • Handled speedily and with rigorous standards for action and keeping people informed
  • Consistency – treating people in similar circumstances in similar ways
  • Investigated thoroughly and responded to in a fair and even-handed way which tackled all the issues.
  • Overall monitored by the Quality Assurance and Audit Officer, and reported to senior managers and Directors on a monthly basis by the Customer Relations Manager at the Quality Assurance Review Meeting

Customer Complaints Procedure For Repayable Bursaries

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.

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 Manager

The next stage is to register the issue with the Customer Relations Manager via a telephone call, personal visit or email. The Customer Relations Manager will log details of the complaint along with any written correspondence onto Sales Force.

Stage 3: Formal complaints or Non-Conformance matters to the Quality Assurance and Audit Officer

If the complaint has not been resolved at Stage 2 the next stage is to bring this to the attention of the Quality Assurance and Audit Officer as a formal complaint. Issues could be about (for example) staff conduct, teaching standards, administrative processes, the UKSA environment, equipment and facilities or a combination of these. Where possible these should be lodged within 2 days of an issue from Stage 2 being declared as unresolved. This should be done by the Customer Relationship Manager.

The preferred method of lodging a formal complaint is in writing either in a letter or an email. Putting the complaint in writing provides a clear audit trail and enables the issue to be clearly defined. 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 Quality Assurance and Audit Officer for assistance.

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 set out and supported by examples
  • Details of any prior correspondence or verbal communication regarding the matter.

To submit a formal complaint either:

  1. a) Write to Customer Relations Manager, UKSA, Arctic Road, Cowes, Isle of Wight PO31 7PQ
  2. b) Send an e-mail to [email protected] marked for the attention of the Quality Assurance and Audit Officer.

The Customer Relations Manager 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).

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.

A monthly report will be sent to the Quality Assurance Review Meeting detailing all reported incidents, associated perceived business risk and detailing outstanding issues and Case Officer.

Stage 4: Escalation to Chief Executive

If the correspondent is dissatisfied with the outcome of the formal complaints 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.

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: http://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 it 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 is 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 1AW