Complaint Procedures

 Complaints Procedure

Ullswater Sailing School 

At UYC Sailing School we are committed to delivering high-quality training. If you have any concerns, we encourage you to raise them so we can address and resolve issues effectively.

1. How to Make a Complaint

  • Informal Resolution

  • We recommend discussing minor concerns directly with the instructor or Sailing School Manager for quick resolution.

Formal Complaint

If the issue remains unresolved or is serious, please submit a formal complaint in writing, including:

  • Your name and contact details (optional for anonymity).

  • A clear description of the issue, including dates and relevant details.

  • Any supporting evidence (e.g., photos, witness details).

Submit to:

2. Acknowledgment & Investigation

  • Complaints will be acknowledged within 7 days with an outline of the next steps.

  • Your complaint will be investigated, with statements gathered from relevant parties to ensure a fair assessment.

3. Resolution & Response

  • A resolution meeting may be arranged within four weeks of receiving the complaint.

  • A formal written response detailing findings and any actions taken will be provided within one week of the meeting.

4. Appeal Process

  • If dissatisfied, you may submit an appeal in writing to the Commodore within 14 days of the response.

  • An independent Appeals Committee will review and respond within four weeks.

5. Escalation to the RYA

  • If unresolved, complaints may be referred to the Royal Yachting Association (RYA).

  • Our privacy policy permits the RYA to contact students if necessary for training quality assurance.

6. Confidentiality & Record Keeping

  • All complaints are handled confidentially and impartially.

  • Records of complaints and resolutions are maintained for RYA inspections and continuous improvement.

7. Feedback & Continuous Improvement

  • Students are encouraged to complete the RYA Course Satisfaction Survey: RYA Course Feedback.

  • Your feedback helps us improve, and we appreciate you taking the time to share your experience.