Complaints policy

Coach Joe's Sports Coaching complaints policy is focused on receiving feedback that can be used to support the ongoing development of services. This policy outlines the process for passing on comments, raising concerns, or making formal complaints. It also explains how issues are handled, investigated, responded to, and resolved.

Suggestions are acknowledged within 72 hours and recorded on the Suggestions Register. Formal complaints should be made via email) and will be responded to within 10 working days of receipt. If a complaint arises from an act or omission causing harm to an individual, has financial or potential legal consequences, or could damage Coach Joe's reputation, it may take some time to investigate. 

We encourage individuals to first speak to Joe to try and resolve any issues informally. If the issue cannot be resolved informally to mutual satisfaction, it will be treated as a formal complaint and investigated accordingly. 

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Please remember any safeguarding concerns should be raised to MASH.