Good Companion Dog Training Club

Complaints Policy

 

At Good Companion Dog Training Club, we are committed to providing a positive and supportive environment for all members and their canine companions. We understand that concerns or complaints may arise from time to time, and we take such matters seriously to ensure they are addressed promptly and fairly. This policy outlines our procedures for handling complaints within our organization.

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 1. Complaint Procedure: If you have a complaint, we encourage you to follow the steps outlined below:

i) Informal Resolution: In many cases, issues can be resolved informally by speaking directly with the class instructor. We encourage members to attempt to resolve issues at this level first.

ii) Formal Complaint: If the issue cannot be resolved informally or if you are uncomfortable addressing the matter directly, you may submit a formal complaint. Complaints should be submitted in writing via email to info@goodcompaniondtc.co.uk. Please provide detailed information regarding the nature of the complaint, including any relevant dates, names of individuals involved, and specific concerns.

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 2. Handling of Complaints: Upon receipt of a formal complaint, the following steps will be taken:

i) Acknowlegement: We will acknowledge receipt of your complaint within 5 working days. This acknowledgment will include information on the next steps in the process.

ii) Investigation: The complaint will be thoroughly investigated by the Chairman or a designated committee member. This may involve gathering additional information from relevant parties.

iii) Resolution: Once the investigation is complete, we will work to resolve the complaint in a fair and timely manner.

iv) Communication: Throughout the process, we will keep you informed of the progress and any outcomes related to your complaint.

 

3. Escalation: If a complaint pertains to the Chairman of the club, or if you are dissatisfied with the outcome of the initial investigation, you may escalate the matter by sending the complaint directly to the joint Presidents of the club. (Chris Sellers and Gill Roberts) 

 

4. Confidentiality: All complaints will be treated with the utmost confidentiality. Information related to complaints will only be shared with individuals directly involved in the investigation and resolution process.

 

5. Retaliation: Good Companion D T C prohibits retaliation against individuals who file complaints in good faith. Any form of retaliation against complainants will be subject to disciplinary action.

 

6. Record Keeping: Records of all complaints, including the nature of the complaint, investigation findings, and any actions taken, will be maintained by the club for a period of 3 years.

 

7. Review: This complaints policy will be reviewed periodically to ensure its effectiveness and compliance with relevant regulations.

 

Any updates or revisions to the policy will be communicated to members accordingly.

 

If you have any questions or concerns about this complaints policy, please do not hesitate to contact us at info@goodcompaniondtc.co.uk

 

Thank you for your cooperation in helping to maintain a positive and respectful environment at Good Companion Dog Training Club.

Nov 2025