Complaints Procedure

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Organisation: Sensei Chelle Self Defence
Last Updated: 16 October 2025
Review Date: 16 October 2026

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Our Commitment

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At Sensei Chelle Self Defence, we are committed to providing high-quality self-defence instruction in a safe, respectful, and professional environment. We welcome feedback and take all complaints seriously. This procedure ensures that concerns are handled fairly, promptly, and confidentially.

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What is a Complaint?

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A complaint is an expression of dissatisfaction about our service, instruction, conduct, policies, or procedures that requires a response. This may include concerns about:

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• Quality or delivery of instruction

• Instructor conduct or behaviour

• Health and safety issues

• Equality, diversity, or discrimination

• Safeguarding concerns (see separate Safeguarding Policy)

• Booking, payment, or administrative issues

• Venue or facility problems

• Communication or customer service

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Who Can Make a Complaint?

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• Current or former participants

• Parents or guardians of participants

• Prospective participants

• Partner organisations (schools, businesses)

• Venue providers

• Members of the public affected by our activities

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Complaints Procedure

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Step 1: Informal Resolution (Preferred First Step)

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Timeframe: Immediate to 7 days

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We encourage you to raise concerns informally first, as many issues can be resolved quickly through open communication.

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How to raise an informal concern:

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• Speak directly to your instructor at the end of a session

• Email info.senseichelle@gmail.com

• Use the contact form on our website

• Telephone during business hours

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What happens next:

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• We will acknowledge your concern within 2 working days

• We will discuss the issue with you and seek to resolve it

• We aim to resolve informal complaints within 7 days

• If resolved, we will confirm the outcome in writing

• If not resolved, we will advise you of Step 2

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Step 2: Formal Written Complaint

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Timeframe: Up to 14 days for response

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If your concern is not resolved informally, or if you prefer to make a formal complaint from the outset, please submit your complaint in writing.

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How to submit a formal complaint:

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• Email: info.senseichelle@gmail.com with subject line "Formal Complaint"

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Please include:

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• Your name and contact details

• Details of the complaint (what, when, where, who)

• Any supporting evidence (emails, photos, witness names)

• What outcome you are seeking

• Whether you have already raised this informally

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What happens next:

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• We will acknowledge receipt within 2 working days

• We will assign an appropriate person to investigate (not the person complained about)

• We may contact you for further information

• We will provide a full written response within 14 days

• If more time is needed, we will inform you and provide a revised timeframe

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Step 3: Investigation and Response

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Timeframe: 14 days (may be extended if complex)

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Our investigation will include:

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• Reviewing all relevant information and evidence

• Speaking to relevant staff, instructors, and witnesses

• Checking policies, procedures, and records

• Considering your desired outcome

• Identifying any lessons to be learned

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Our written response will include:

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• Summary of the complaint

• Summary of the investigation

• Our findings and decision

• Explanation of our decision

• Any actions we will take

• Apology if appropriate

• Information about Step 4 if you remain dissatisfied

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Possible outcomes:

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• Upheld: We agree the complaint is justified and will take action

• Partially upheld: We agree with some aspects and will take action on those

• Not upheld: We do not agree the complaint is justified, with explanation

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Step 4: Escalation to Senior Management

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Timeframe: Up to 21 days for final response

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If you are not satisfied with the outcome of Step 3, you may request a review by senior management.

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How to escalate:

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• Email info.senseichelle@gmail.com within 14 days of receiving the Step 3 response

• State clearly why you remain dissatisfied

• Provide any additional information

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What happens next:

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• A Director will review the complaint and investigation

• They may request additional information or conduct further investigation

• You will receive a final written response within 21 days

• This is the final stage of our internal complaints procedure

• We will advise you of external options if you remain dissatisfied

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Alternative Dispute Resolution

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If the complaint cannot be resolved through our internal procedure, we may suggest mediation or another form of alternative dispute resolution (ADR). This involves an independent third party helping both sides reach an agreement.

ADR is voluntary and both parties must agree to participate. We will discuss this option with you if appropriate.

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External Options

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If you have exhausted our complaints procedure and remain dissatisfied, you may have the option to:

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• Trading Standards: For issues related to consumer rights or business practices

• Citizens Advice: For general advice and support (www.citizensadvice.org.uk)

• Small Claims Court: For financial disputes up to £10,000

• Health and Safety Executive (HSE): For serious health and safety concerns

• Local Authority Safeguarding Team: For safeguarding concerns

• Police: For criminal matters​

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Safeguarding Complaints

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If your complaint relates to safeguarding (the safety or wellbeing of a child or vulnerable adult), please refer to our Safeguarding Policy and contact:

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• Designated Safeguarding Lead: Michelle Killeen (info.senseichelle@gmail.com)

• Local Authority MASH: 020 8708 3885

• LADO: 020 8708 5350

• Police: 999 (emergency) or 101 (non-emergency)

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Safeguarding concerns will be handled under our Safeguarding Policy, not this Complaints Procedure.

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Confidentiality​

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• All complaints will be handled confidentially

• Information will only be shared on a need-to-know basis

• Personal data will be processed in accordance with our Privacy Policy and GDPR

• Complaint records will be stored securely for 7 years

• Anonymous complaints will be considered, but it may limit our ability to investigate fully

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Protection from Victimisation

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• We will not tolerate any victimisation, harassment, or discrimination against anyone who makes a complaint in good faith

• Making a complaint will not affect your participation in our courses or services

• If you experience any negative treatment after making a complaint, please report it immediately

• False or malicious complaints may result in action being taken, including exclusion from our services

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Learning from Complaints

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We view complaints as an opportunity to improve. We will:

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• Review all complaints to identify trends or recurring issues

• Use complaints to improve our policies, procedures, and practices

• Provide additional training to staff if needed

• Share lessons learned with the team (maintaining confidentiality)

• Report on complaints annually to our Directors

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Timeframes Summary

 

 

 

 

 

 

 

 

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Note: Timeframes may be extended for complex cases. We will inform you if this is necessary.

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Contact Information

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Email: info.senseichelle@gmail.com
Website: www.senseichelleselfdefence.com

Designated Safeguarding Lead: Michelle Killeen

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Monitoring and Review

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• This Complaints Procedure will be reviewed annually

• Complaints data will be analysed quarterly

• The procedure will be updated following significant complaints or changes in legislation

• All staff and instructors will be trained on this procedure

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Accessibility

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This Complaints Procedure is available:

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• On our website

• On request by email or post

• In alternative formats on request (large print, audio, etc.)

• We can provide support to help you make a complaint if needed

Last Updated: 23rd October 2025
Next Review Date: 23rd October 2026

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Related Policies: Safeguarding Policy, Equality & Diversity Policy, Privacy Policy, Terms & Conditions, Health & Safety Policy