Complaints Procedure | The Stour Blue Water Pass Trust

My Blue Pass (RYA RTC) Complaints Procedure

1. Introduction

My Blue Pass is a Royal Yachting Association (RYA) Recognised Training Centre (RTC) and is committed to maintaining high standards across all areas of our activities, both afloat and ashore. We welcome feedback, including complaints, as they provide an opportunity to improve our services. This policy is designed in line with RYA guidelines to ensure that complaints are dealt with fairly, consistently, and promptly.

2. What is a Complaint?

A complaint is an expression of dissatisfaction by a participant, parent, visitor, instructor, helper or member of the public about any aspect of the Centre’s services, activities, facilities, staff, instructors, or volunteers.

Complaints may relate to (but are not limited to):

· The quality or delivery of training or coaching

· Behaviour of staff, instructors, volunteers, or members

· Safety concerns or breaches of RYA or Centre policies

· Discrimination, bullying, or harassment

· Administrative or organisational issues

3. Informal Resolution

My Blue Pass encourages early resolution of concerns at a local level. If you feel comfortable doing so, please speak to a relevant member of staff or an instructor at the time the issue arises. Many concerns can be resolved quickly without the need for a formal complaint.

4. Making a Formal Complaint

If the issue is not resolved informally or is more serious, a formal complaint should be submitted in writing to the Chief Instructor. Please include the following:

· Your name and contact details

· A clear statement of the complaint

· Relevant dates and individuals involved

· Any supporting evidence (e.g. emails, photos, witness statements)

Complaints should be sent to:

Email: [email protected]

5. Complaints Involving Safeguarding or Welfare

If your complaint relates to a safeguarding or welfare concern, it should be reported immediately to the Welfare Officer (Stephen Jones). These concerns will be managed according to the My Blue Pass Equal Opportunities, Welfare and Safeguarding Policy.

Welfare Officer Contact: [email protected]

6. Investigation Process

Upon receiving a formal complaint, My Blue Pass will follow the following steps:

· Acknowledgement: You will receive written confirmation within 5 working days.

· Investigation: The Chief Instructor (or appropriate person) will conduct a fair investigation. This may include speaking with relevant individuals and reviewing documentation.

· Outcome: A written response will be issued within 15 working days, setting out the findings and any actions taken. Please be aware, any specific actions towards instructors or volunteers cannot be shared due to GDPR.

· If the complaint involves a conflict of interest, an independent party may be appointed to oversee the investigation.

7. Appeals and Escalation

If you are not satisfied with the outcome of your complaint, you may request a review by the Centre Principal (Mark Murrison) or Welfare Officer (Stephen Jones), depending on the nature of the issue.

Appeals must be made in writing within 10 working days of the decision. The same timeline as the investigation process will be followed by the Centre Principal.

If the complaint remains unresolved, you may contact the RYA Training Department at [email protected] or the RYA Safeguarding Team: [email protected]

8. Confidentiality

Please be aware that My Blue Pass will handle all complaints confidentially, and information will be shared only on a need-to-know basis. The Centre will ensure compliance with GDPR and data protection regulations.

9. Record Keeping

The Centre will keep a confidential record of all formal complaints, including outcomes and actions taken, for a minimum of three years, or longer if required under RYA guidance or legal obligations.

10. Policy Review

This policy will be reviewed annually by the Principal, or sooner if there are changes to RYA guidance or legislation.

The Stour Blue Water Pass Trust - Registered Charity No 1180421