Last updated 23 September 2026
1. Our commitment
Haxby Martial Arts Ltd, trading as MartialArts4U, welcomes feedback and takes complaints seriously. We will treat you with respect, consider the information impartially, maintain appropriate confidentiality and use learning to improve our services. No member will be disadvantaged for raising a genuine concern.
2. What this policy covers
This policy covers complaints about our classes, staff, instructors, facilities, communication, administration or the way we have delivered a service. Employment matters follow our internal procedures. Safeguarding concerns are handled immediately under our safeguarding arrangements and should not wait for the complaints process.
3. Before making a formal complaint
Where appropriate, please speak to the instructor or location manager. Many issues can be resolved quickly through an explanation or practical action. You may move directly to a formal complaint if the matter is serious, sensitive or remains unresolved.
4. Making a formal complaint
Email complaints@martialarts4u.co.uk or write to the address shown on this page. Please include:
- Your name and preferred contact details.
- What happened, including relevant dates, location and people involved.
- Any supporting documents or correspondence.
- What outcome you are seeking.
- Any communication or accessibility support you need.
A parent, guardian or representative may complain for someone else with their permission, unless there is a safeguarding or legal reason why that is not appropriate.
5. Stage 1 — investigation
A manager who is sufficiently independent of the issue will review the complaint, speak to relevant people and consider available records. We will acknowledge a formal complaint within 5 working days and aim to provide a written outcome within 20 working days. If more time is needed, we will explain why and give a revised date.
6. Stage 2 — review
If you remain dissatisfied, request a review within 20 working days of the Stage 1 response and explain what you believe was not addressed. A director or another suitably independent senior person will review the handling and outcome. We will acknowledge the request within 5 working days and aim to respond within 20 working days.
7. Possible outcomes
We may provide an explanation, apology, correction, practical remedy, service improvement, staff guidance or another proportionate action. For confidentiality reasons, we may be unable to share details of action involving another person.
8. Safeguarding and urgent concerns
9. Fair use of the procedure
We will make reasonable adjustments and work constructively with complainants. We may set proportionate communication arrangements where behaviour is abusive, threatening, discriminatory, repeatedly duplicative or places unreasonable demands on staff. This will not prevent a new and genuinely different concern being considered.
10. Records and privacy
Complaint records are kept securely and shared only where needed to investigate, respond, learn from the matter or meet a legal duty. See our Privacy Policy for more information.