Springwater Taekwondo

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Complaints Policy

We take our responsibility to treat our members fairly and with respect very seriously. Whilst it is always disappointing to hear of a complaint, we welcome the opportunity to resolve your concerns and improve the way we run our club.

Raising a complaint

We are sorry you need to raise a concern with Springwater Taekwondo. Whatever the nature of your concern, we want you to know it will be taken seriously and dealt with as a priority.

Complaints are welcome by email to our Lead Instructor:

If you would prefer to write to us, or would rather discuss the matter by phone, say so in your email and we will arrange it. Please feel free to raise minor matters with your instructor before, during or after classes too — we are here to help.

How we will receive and deal with your complaint

We will always acknowledge receipt of a complaint within 48 hours. From there, we will try to respond in full within two working weeks. We will reply using the same medium your complaint arrived in, unless you ask us to do otherwise.

If we cannot satisfy your concerns

We hope we can resolve matters amicably, and will gladly work through any issues with you until they are settled. If you are not confident in our final outcome, or you feel your concern is so serious that it cannot be raised with us, you may contact our association, the British Martial Arts & Boxing Association (BMABA):

The BMABA is our association, but it does not own or have ultimate authority over our club. It will, however, act as a body for arbitration and will field any safeguarding concerns in confidence.