Complaints Policy

Policy Statement
It is our aim at Carlson Gracie Camberley and Farnborough to deal with all complaints in an equitable, appropriate, and timely manner.

Procedure for Complaints
1. Complaints should be made in writing and include the name and address of complainant. The complaints officer reserves the right to investigate complaints received anonymously if justified.
2. The complaints officer will assess the complaint and may refer it to the UKBJJA or an appropriate outside agency for an informal resolution or allocate to a nominated investigator dependent on the nature and seriousness of the complaint. (Police or Social services investigations will take priority and no action will be taken until that investigation and any resulting criminal proceedings has concluded)
3. Once allocated, the investigator will inform the complainant that they are dealing with the matter and tell them that their details will be disclosed to the person complained against. They will also inform the person complained against that they are subject of a complaint, an outline of the complaint, who made the complaint and ask for brief response to the complaint.
4. The investigator will then conduct an investigation that is thorough, proportionate, relevant and fair to all parties. The investigator will complete a report and attached all documents and evidence gathered during the investigation. This will be disclosed to the person complained against and they will be asked, in writing if they wish to give a written response.
5. The investigator will submit their reports and any submission by the person complained against to the complaints officer who may make a judgement or in more complex cases hold a formal panel.
6. Neither the complainant nor the person complained against will be present at the panel.
7. The panel will evaluate the case on the evidence and decide if the case is found to be `proven’ or `not proven’. The panel will decide upon an appropriate sanction if `proven’