1. Our Commitment to You
BMABA CIC (British Martial Arts & Boxing Association) is a Community Interest Company and professional standards body for the martial arts sector. We hold UKAS-accredited ISO 9001:2015 certification, demonstrating our commitment to quality management and continuous improvement in everything we do.
We take every complaint seriously. Complaints provide us with valuable information that helps us improve our services, and we are committed to handling all feedback and complaints fairly, confidentially, and in a timely manner.
This policy sets out how you can raise a concern or complaint with us, how we will handle it, and what you can do if you remain dissatisfied with our response.
2. What is a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about the standard of service, actions, or lack of action by BMABA CIC or our staff. You do not need to use the word "complaint" -- if you tell us something has gone wrong or you are unhappy, we will treat your communication as a complaint.
Complaints may relate to, but are not limited to:
The standard or quality of a service we have provided
A decision made by BMABA that affects you
The behaviour, conduct, or communications of a BMABA staff member or representative
Failure to follow our published policies or procedures
Delays in delivering a service or responding to your enquiry
An error in your membership record, certification, or personal data
Concerns about safeguarding, equality, or fair treatment
Technical issues affecting access to BMABA digital services
3. Who Can Make a Complaint?
Any of the following may submit a complaint under this policy:
Current or former BMABA members
Martial arts students registered with a BMABA-affiliated club or instructor
Instructors or coaches in membership with BMABA
Parents or guardians of a child registered with BMABA
Any individual who has received, applied for, or been refused a BMABA service
Any organisation working with or alongside BMABA
If you are making a complaint on behalf of another person, please explain this when you get in touch and confirm you have their permission to do so.
4. How to Make a Complaint
4.1 Preferred Contact Methods
We encourage you to raise your complaint using one of the following routes:
Email (preferred): [email protected] or by post, BMABA CIC, Unit K, The Old Bakery, Golden Square, Petworth, GU28 0AP.
Please contact us via email in the first instance where possible so that we have a written record of your complaint.
For urgent safeguarding concerns, please contact our Designated Safeguarding Lead directly at [email protected] or follow our Safeguarding Policy, available on our website.
4.2 What to Include in Your Complaint
To help us investigate your complaint as quickly as possible, please provide:
Your full name and contact details (email address and/or phone number)
Your BMABA membership number, if applicable
A clear description of what happened, including relevant dates
The name of any BMABA staff member, instructor, or club involved, if known
What outcome you are hoping for
Any supporting evidence you wish to share (such as emails, letters, or screenshots)
You do not need to complete a formal form or use specific language. We will help you if you are unsure how to describe your complaint.
5. Our Complaints Process
We operate a clear, three-stage complaints process in line with our ISO 9001:2015 quality management system and good practice guidance.
Stage 1 -- Early Resolution
Your complaint is acknowledged and a member of staff attempts to resolve your concern informally and quickly, often without a full investigation being required. Timescale: Acknowledgement within 3 working days, although almost always same-day.
Stage 2 -- Formal Investigation
If early resolution is not possible, your complaint is formally logged and assigned to an appropriate senior member of staff for investigation. You will receive a full written response. Timescale: Full response within 15 working days
Stage 3 -- Final Review
If you are not satisfied with the Stage 2 outcome, you may request a final review by a Director or senior officer who was not involved in the original complaint. Timescale: Final response within 20 working days
5.1 Acknowledgement
When we receive your complaint, we will send you a written acknowledgement within 3 working days. This will confirm your complaint has been received, the name of the person handling it, and the reference number assigned to your case.
5.2 Investigation
We will investigate your complaint thoroughly and impartially. This may include reviewing records, speaking with relevant staff members, and considering any evidence you have provided. We will keep you informed of progress and contact you if we need any additional information.
5.3 Response
Our formal response will explain the outcome of our investigation, the reasons for our decision, and any action we are taking as a result of your complaint. Where we have made a mistake, we will say so clearly and apologise.
5.4 Extensions
If a complaint is particularly complex and we are unable to respond within the standard timeframe, we will write to you before the deadline explaining why, and provide a revised timescale. We aim to resolve all complaints as quickly as possible.
6. Confidentiality and Data Protection
All complaints are handled in strict confidence. Information you share with us will only be disclosed to those who need to know it in order to investigate and resolve your complaint. We will treat your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We maintain a complaints register as part of our ISO 9001:2015 quality management system. This register records complaints and their outcomes in anonymised form to allow us to identify patterns and drive continuous improvement. You will not be identified in any reports produced from this register.
To find out more about how we handle your personal data, please read our Privacy Notice at https://handbook.bmaba.org.uk/en/articles/11958914-privacy-gdpr-data-retention-policy
7. Anonymous Complaints
We accept anonymous complaints, though we must note that anonymity will limit our ability to investigate or respond directly to you. Anonymous complaints will be reviewed and, where the concern raised is sufficiently specific, action may still be taken.
If you are concerned about the consequences of being identified, please contact us and we will take steps to protect your identity wherever we are able to do so.
8. Complaints Involving Safeguarding Concerns
If your complaint involves a concern about the welfare or safety of a child or vulnerable adult, it will be treated as a safeguarding matter and handled under our Safeguarding Policy, not solely as a complaint under this policy.
BMABA has a Designated Safeguarding Lead (DSL). Safeguarding concerns should be raised immediately at [email protected]. You can find our full Safeguarding Policy at www.bmaba.org.uk/safeguarding.
Where a safeguarding concern is embedded within a broader complaint, the safeguarding element will be separated and handled appropriately, while the remaining elements of your complaint continue under this policy.
9. What Happens if You Are Not Satisfied?
If you have gone through all three stages of our complaints process and remain dissatisfied with the outcome, you may wish to consider the following options depending on the nature of your complaint:
Data protection or use of your personal data: Information Commissioner's Office (ICO) -- ico.org.uk
Safeguarding or child protection: Local Safeguarding Partners, LADO, or the NSPCC Helpline on 0808 800 5000
Discrimination or equality: Equality Advisory and Support Service (EASS) -- equalityadvisoryservice.com
Financial or consumer dispute: Citizens Advice Bureau -- citizensadvice.org.uk
We will always provide you with details of any relevant external body at the conclusion of our complaints process if your complaint remains unresolved.
10. Unreasonable or Vexatious Complaints
BMABA is committed to dealing with all complaints courteously and professionally. We ask that those contacting us treat our staff with respect. We reserve the right to handle a complaint differently or to restrict contact if:
A complainant is abusive, threatening, or uses offensive language toward our staff
A complaint has already been investigated fully and a final response issued, with no new information provided
A complainant submits the same complaint multiple times without presenting new evidence
Where we decide to apply any restriction, we will write to you explaining why and what contact methods remain available to you. We will always try to resolve genuine concerns and this provision is used only in exceptional circumstances.
11. Compliments and Suggestions
Not all feedback is negative, and we welcome compliments about our services or staff just as much as we take complaints seriously. If you would like to share positive feedback or a suggestion for improvement, please contact us at [email protected].
All feedback, positive and negative, is reviewed as part of our ISO 9001:2015 management review process to support continual service improvement.
12. Monitoring and Review
BMABA maintains a complaints log as part of our quality management system. The log records the nature, volume, and outcome of all complaints. This data is reviewed at regular management review meetings and is used to identify trends, weaknesses, and opportunities for improvement.
This policy is reviewed at least annually or following any significant change in our services, structure, or relevant legislation.
13. Related Policies and Documents
This policy should be read alongside the following BMABA policies and documents:
Safeguarding and Child Protection Policy
Privacy Notice and Data Protection Policy
Equality, Diversity and Inclusion Policy
Code of Conduct for Members and Instructors
Disciplinary Policy
14. Contact Us
Email: [email protected], via web chat, or via post at Unit K, The Old Bakery, Golden Square, Petworth, GU28 0AP