Complaints & Feedback Policy

Cobra Jujitsu Skegness

1. Policy Statement

We want to know if something isn't right, whether that's a small piece of feedback or a formal complaint. This policy explains how to raise something with us, and what you can expect to happen next.

If your concern is about a child's safety or welfare, please see our Safeguarding Policy instead, which has its own, faster route.

2. General Feedback

For general feedback, suggestions, or a small issue you'd like us to know about, the quickest route is our contact form, or speak to an instructor directly after a session.

3. Making a Formal Complaint

To make a formal complaint, please email info@cobrajujitsu.com with:

  • Your name and, if the complaint relates to a junior member, their name
  • What happened, including dates if known
  • Who was involved
  • What outcome you're hoping for

4. What Happens Next

  • We'll acknowledge your complaint within 5 working days
  • We'll look into what happened, which may involve speaking to those involved
  • We'll respond with the outcome and any action taken, normally within 21 days - if it takes longer, we'll tell you why
  • Where a complaint is about an instructor's conduct, insurance, or safeguarding compliance, it may also be referred to BMABA

5. If You're Not Satisfied

If you're not happy with how your complaint was handled, you can raise it independently with BMABA, our governing body, via their Raise a Concern page or safeguarding@bmaba.org.uk. For a complaint about how we've handled your personal data, you can also complain to the Information Commissioner's Office.

6. Fairness

We take every complaint seriously and will not treat anyone less favourably for raising one in good faith. Where a complaint concerns a specific instructor or member, we'll aim to hear all sides before reaching a conclusion.

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