Complaints Policy

At DOSportUK, we are committed to providing meaningful sporting sessions to the best of our ability and fostering an inclusive and respectful environment for all participants, supporters, and stakeholders. We value feedback and see complaints as an opportunity to learn, improve, and strengthen our services.

Purpose

This policy outlines our approach to handling complaints in a clear, fair, and transparent manner. It ensures all concerns are addressed promptly, respectfully, and with the goal of resolution.

Scope

This policy applies to any individual or organisation interacting with DOSportUK, including participants, parents, carers, partners, supporters, and the wider community. Complaints may relate to any aspect of our programs, activities, or conduct.

How to Make a Complaint

We encourage individuals to raise concerns informally in the first instance, as many issues can be resolved quickly through open communication. If you feel your complaint cannot be resolved informally or wish to escalate it, please follow the steps below:

Step 1: Contact Us
- Email us at: jacob@dosportuk.co.uk
- Write to us at: DOSportUK, 2 Station View, Hazel Grove, Stockport, SK7 5ER
- Alternatively, you can speak directly to a team member at one of our sessions.
Step 2: Provide Details
Include the following information in your complaint:
- Your full name and contact details.
- A detailed description of your complaint.
- Any supporting information (e.g., dates, times, individuals involved).
- What outcome or resolution you are seeking.
Step 3: Acknowledgment
We will acknowledge your complaint within 5 working days of receiving it and provide an initial response within 10 working days.
Step 4: Investigation
- A member of our team will investigate your complaint thoroughly and impartially.
- If the matter is complex, we may require additional time, but we will keep you updated on progress.
Step 5: Outcome
- We aim to resolve complaints within 28 working days.
- You will receive a written response outlining our findings, any actions taken, and any further steps if required.

Further Steps

If you are not satisfied with the outcome of your complaint, you may escalate it by:

Requesting a review from DOSportUK’s senior management team.
Contacting the Office of the Regulator of Community Interest Companies:
- Email: cicconcerns@companieshouse.gov.uk
- Phone: +44 (0)29 2150 7420

We are committed to addressing all complaints in a way that is fair and consistent with the mission and values of DOSportUK.

Confidentiality

We handle all complaints with sensitivity and confidentiality. Information will only be shared with those necessary to address the complaint.

Accessibility

If you need assistance in making a complaint (e.g., language support, alternative formats), please let us know, and we will make reasonable accommodations to support you.

Thank you for helping us continue to improve and make a positive impact in our community.