LSLL 2020 Procedure

Here at the London School of Lucha Libre (LSLL) we take complaints very seriously!

If you have a complaint about our organisation, we want to hear about it and we will do our best to put it right.

Our Complaints Procedure has the following goals:
• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase supporter satisfaction;
• To use complaints constructively in the planning and improvement of all services.

What is a complaint?
It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of LSLL, which is under the control of the school, its staff or volunteers.

How to complain LSLL
We would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact one of the staff members at the school, this can be at a training session or via direct message.

The trainers are: Greg Burridge (Coach) Garry Vanderhorne (Coach) Sam Allen (Coach)

Informal Complaint
•Resolved by a conversation
•Covers training equipment, refunds etc. Formal Complaint
•A 3rd party is involved to resolve
•Action is taken that requires formal discussion Appeal
•An appeal is made because a complaint was not resolved
•Further investigation or external parties are involved
Make a note of the name of the person you speak to.
If a solution is offered at this point, make a note of this as well. If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it to:
Formal complaints will be handled by an independent investigating officer with the relevant experience. If you are not satisfied with the resolution of a complaint, it will be reviewed and investigated further.

What will we do on receiving your complaint?
• We will listen and record your complaint and advise you how it will be handled.
• We will investigate.
• We will take action to resolve the problem and tell you what the action is.
• We will take steps to avoid a repeat occurrence.
At all times, we will treat you with understanding and respect.
All we ask is that you do the same for our staff.
Confidential information in relation to your complaint will be handled sensitively.
We are unable to respond to anonymous complaints or matters for which the school is not directly responsible.
How long will it take to respond?
We endeavour to respond full and conclusively to all complaints within 10 working days.
You will receive acknowledgement of your complaint within 5 working days of receipt.
You will be contacted to make sure that we have understood your complaint properly.
You may be interviewed by the person investigating the complaint.
Whenever possible we will deal with it more quickly, if we think it will take longer we will let you know.
If an in-depth investigation is required, we aim to provide a response within 20 working days.

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