Seal Martial Arts Complaints Policy
How to raise a complaint with Seal Martial Arts:
If you have any queries or concerns then please do not hesitate to speak with a member of staff such as the head instructor Jamie Seal or Kimberley Seal. Alternatively you can send us email outlining your complaint to firstname.lastname@example.org and we will endeavour to get back to you within 48 hours of receiving your email. You can also give us a call on 07901758353 and we will be more than happy to assist you.
How it will be dealt with:
In most instances we can resolve minor complaints quickly and efficiently in house. As long as it conforms to our rules and regulations and your contractual obligations outlined in the membership forms when you sign up as a student of the dojo. For example if you have been unexpectedly charged for lesson fees outside of your 30 days notice period for leaving the dojo then we will refund them without question. If however your complaint is about a payment made in the 30 days notice period this is non refundable as per our rules and regulations. We will always take your complaints seriously and will endeavour to resolve the problem as quickly as possible.
If you have a serious complaint about our services of merchandise then please put it in writing (letter/email) and we will respond in full within 5 working days.
Appropriate time frames for responses and resolutions:
For minor complaints please notify us by phone (07901758353) or email to email@example.com and we will respond as quickly as possible, Normally within 48 hours or two working days. If your complaint is more serious in nature then please allow 5 working days for our response.
We will always endeavour to resolve your complaint as quickly as possible provided that it's not outside of our standard rules and regulations or your obligations as a student of the Seal Martial Arts Dojo.
We define minor complaints as:
Problems With Our Services
Problems With Merchandise.
We define major complaints as:
What will happen if a solution can’t be reached:
If a solution cannot be reached we will escalate your complaint and submit it for evaluation with BMABA (The British Martial Arts & Boxing Association) our governing body in the United Kingdom.
They will attempt to resolve the situation in a fair and reasonable manner to both parties involved.
There are some situations where a solution will not be able to be reached such as if the situation is outside of our rules and regulations or what you agreed to upon signing up as a student at the Seal Martial Arts Dojo.
We also do not tolerate abuse of staff in any form and have a zero tolerance policy towards this kind of behaviour.
Most of the time an amicable solution can be reached fairly easily.
We do reserve the right to stop communication if you are unhappy with ours or BMABA's decision (For example if it doesn't go in your favour) as once a decision has been made about your complaint it is final.
We want everyone to feel safe and secure in the Seal Martial Arts Dojo and will always try and provide a solution to any complaint we receive, within what the law would consider to be a reasonable response to the situation..