1. Our approach
If something at LBHSC is not right, we want to hear about it. Every complaint, about coaching, volunteers, committee members, programmes or communications, is taken seriously and looked into impartially.
Most concerns can be sorted out quickly and informally. But where a formal process is needed, the steps below set out exactly what happens.
2. Step 1: Informal resolution
Start by speaking directly to the coach involved or a committee member. Many concerns are resolved this way, quickly and without formality.
Not sure who to approach? Email enquiries@lbhsc.org.uk and you will be pointed to the right person.
3. Step 2: Formal complaint
If an informal conversation is not possible or has not resolved things, put your complaint in writing to enquiries@lbhsc.org.uk. Include:
Your name and contact details.
A clear description of what happened.
Relevant dates and any supporting information.
What outcome you are looking for.
Send it by email with ‘Formal Complaint’ in the subject line: enquiries@lbhsc.org.uk.
Complaints are handled in confidence. Details are shared only with those who need to know in order to investigate.
4. Step 3: Investigation and response
You will receive an acknowledgement within five working days. A designated committee member then investigates and responds with findings within 28 days, keeping you informed of progress throughout.
If the complaint is about a committee member, it passes to the Chair or an independent trustee instead, so the investigation stays impartial.
5. Step 4: Appeal
If you are not satisfied with the outcome, you can ask the full board of trustees to review it. Write within 14 days of receiving the response; the board's decision is final within the club.
After the club's internal process is exhausted, you can take the matter to Swim England or the Charity Commission, depending on what the complaint concerns.
6. Safeguarding concerns
A complaint about the safety or welfare of a child or vulnerable adult is a safeguarding matter, not a general complaint. It follows a different process.
Immediate risk of harm: call 999, or the NSPCC helpline on 0808 800 5000 (free, 24 hours), without delay.
For non-urgent safeguarding concerns, contact the Designated Safeguarding Lead at enquiries@lbhsc.org.uk with ‘Safeguarding Concern’ in the subject line.
The full process is on the Safeguarding page.