At Young Talent Swim School, we are committed to providing high-quality swimming lessons and excellent customer service.
We welcome feedback and take all concerns seriously as an opportunity to improve our services.
Most concerns can be resolved quickly through open communication. Where a complaint requires further investigation, we operate a two-stage complaints process.
Making a Complaint
If you have a complaint or concern regarding any aspect of our services, please contact us by email at: info@youngtalentswimschool.com
To help us investigate your complaint efficiently, please include:
- Your name
- The swimmer’s name (if applicable)
- A description of the complaint
- Any relevant dates, times or supporting information
- Details of the outcome you are seeking
Stage 1 – Initial Resolution
We will always aim to resolve complaints as quickly as possible.
Upon receiving your complaint, we will normally:
- Acknowledge receipt within 5 working days.
- Review the information provided.
- Seek clarification where necessary.
- Attempt to resolve the matter promptly and fairly.
Many complaints can be resolved at this stage without the need for a formal investigation.
Stage 2 – Investigation
If a complaint cannot be resolved at Stage 1, or if the matter is particularly complex, it will move to Stage 2.
At this stage we may:
- Gather additional information.
- Speak with relevant staff members or witnesses.
- Review records, correspondence or other relevant documentation.
- Conduct a more detailed investigation.
We aim to provide a full written response within 15 working days. Where additional time is required, we will keep you informed and provide an updated timescale.
Director Review
If you remain dissatisfied following Stage 2, you may request that the complaint is reviewed by the Director of Young Talent Swim School.
The Director will review the complaint, investigation findings and response before issuing a final decision.
The Director’s decision concludes the Young Talent Swim School internal complaints process.
Safeguarding Concerns
Concerns relating to the safety or welfare of a child or vulnerable adult should not be submitted through this complaints procedure.
Safeguarding concerns should be reported immediately in accordance with the Young Talent Swim School Safeguarding & Child Wellbeing Policy, which is available on our website or upon request.
Continuous Improvement
We value all feedback, whether positive or negative, and use complaints and suggestions to help improve the experience we provide for swimmers, parents, teachers and the wider community.
Policy Review
This procedure will be reviewed periodically to ensure it remains fair, effective and appropriate for the needs of Young Talent Swim School and its swimmers.
Last updated: 19th June 2026