Complaints Procedure
Our aim at St Neots Swans is to have a happy ship, where swimmers, coaches and other volunteers feel able to enjoy and develop their skills.
We recognise however that life isn’t always plain sailing that there may be times where you wish to explore a concern that you may have.
Concerns around the welfare of a swimmer, coach or volunteer are not deemed as a complaint. However, they are still very important. If you have a welfare concern you should email the Club welfare team using swanswelfare@gmail.com. Also, take a look at our Welfare page on the Club website.
We find that most complaints can be resolved informally by chatting to the most appropriate person such as the coach managing your swimmer and that should always be the first step. It is often the case that this is sufficient to answer most concerns.
However, if you feel that your concern hasn’t been resolved you can follow our formal complaints procedure. This is also set out in the Club Constitution. You can also find guidance on the Swim England website which is also the place where you can find the Club Complaint Form.
All formal complaints should be emailed to the Club Chairperson using stneotsswans@gmail.com.
Swim England also provides a simplified Flow Chart to explain the Club complaints process.