Terms & conditions

Customer complaints procedure

UKSA is a thriving and sustainable charity, providing our students with excellent learning and development, delivering measurable outcomes and impact. We aim to embed quality, innovation and excellence into everything we do.  We are focused on meeting our customer expectations and delivering consistent customer satisfaction.

We take complaints very 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. Below is a summary of our Complaints Procedure.

The full procedure is available by emailing [email protected].

UKSA defines a complaint as, any expression of dissatisfaction about the service we provide that requires a response.

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 or procedures have not been followed or require amendment. UKSA will not investigate anonymous complaints or those considered to be malicious.

We have a four-stage customer complaints process:

Stage 1: Resolving the issue informally

Why: An incident has occurred which is a cause of concern
Actions: Talk about what has happened and try to resolve the issue

Led by: Staff to whom the complaint has been made

We encourage anyone with a concern or a complaint to raise it as soon as possible so that we can deal with it quickly. We request that you first speak to your education/course manager or mentor/senior instructor/skipper/reception 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 you can escalate it to a Stage 2.

Stage 2: Logging a complaint with the customer relations manager

Why: Repeated incidents or lack of resolution at Stage 1
Actions: Resolution via a more structured response

Led by: Customer Relations Manager

The next stage is to register the issue with the Customer Relations Manager via a telephone call, personal visit or email to [email protected]. The Customer Relations Manager will take responsibly for resolving the issue with reference to the relevant members of staff. Your complaint will be dealt with promptly and you will be kept informed of timescales to resolution.

If the issue cannot be resolved then it will be passed to Stage 3 and become a formal complaint.

Stage 3: Formal complaints to the quality manager

Why: Unable to agree on a resolution at Stage 2
Actions: Registration of a formal complaint Led by: Quality Manager

The preferred method of lodging a formal complaint is in writing either in a letter or an email. If you have special requirements which means you cannot send a complaint in writing or would like some assistance in submitting a complaint, please contact the Quality Manager for assistance on 01983 294941.

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

Write to Quality Manager, UKSA, Arctic Road, Cowes, Isle of Wight PO31 7PQ or send an e-mail to [email protected] marked for the attention of the Quality Manager.

The complaint will be acknowledged within 3 working days and a written reply will be sent within 15 working days (or sooner if practicable). Where it has not been possible to provide a written response within 15 working days we will keep you informed about the projected date of reply.

Stage 4: Escalation to chief executive

Why: Unable to agree on a resolution at Stage 3
Actions: Review of the complaint and UKSA’s response

Led by: Chief Executive

If you are dissatisfied with the outcome of a formal complaint you should request a review, within 14 days, of how the complaint was handled and the resolution offered.

Write to Chief Executive, UKSA, Arctic Road, Cowes, Isle of Wight PO31 7PQ.

The Chief Executive will consider the request and will carry out a review of the investigation and the outcome and reply in writing within 15 working days.