Complaints | Sport Smarts Education

Complaints Procedure

September 30, 2025

Introduction

This document provides the process for sending a complaint to Sport Smarts Education Ltd regarding Sport Smarts Education Ltd itself or any staff employed. We hope that you are pleased with the service and experience that you have received from us and our associated staff and partners, and that you’ll never have reason to complain - but if there is something you are not happy with, there are different processes for getting in touch according to what your complaint is about. Any complaints that we receive will be dealt with efficiently, and we will:

Make it quick and easy for you to contact us about your complaint.
Ensure we investigate thoroughly to obtain full information about the situation so we can assess your complaint fairly.
Communicate with you, keeping you informed of progress and advising you of the results of our findings in the timescales we have promised, or let you know why any timeline has been extended and a revised date for resolution.
Take appropriate action according to the results of our findings.

How do I contact Sport Smarts Education Ltd to make or escalate a complaint?

You can submit a complaint by emailing sportsmartseducation@hotmail.com

Please be as detailed as possible when completing the form so we can follow up and investigate the matter thoroughly.

Sport Smarts Education Ltd will not acknowledge or accept a formal complaint via any form of social media.

Do I need to complete a form to make a complaint?

Yes, we only accept official complaints via email.

What happens after I submit a complaint?

After you submit your complaint to Sport Smarts Education Ltd:

You will receive by email:
- Acknowledgement of receipt of your submission into the Sport Smarts Education Ltd Complaints System and confirmation that this matter is being dealt with in accordance with our Complaints Procedure.
Within 5 working days: You will receive by email:
- Confirmation of the person at Sport Smarts Education Ltd who is dealing with your complaint.
- A request for any additional information needed for Sport Smarts Education Ltd to thoroughly investigate this situation.
- A request for your written agreement for us to contact any third party if we require additional information from them.
- Indication of the timescales involved and next steps to resolve your complaint.
Within 30 working days, unless there are extenuating circumstances: You will receive by email:
- Our response to your complaint and any next steps.
- Note: Should it not be reasonably possible to resolve the complaint within 30 working days, this will be communicated to the complainant with an estimated date of resolution and the reason for this delay. If any additional information, or your written agreement to contacting a third party, has been requested, our response will be within 30 working days of receiving these items from you.

How will Sport Smarts Education Ltd resolve complaints?

Sport Smarts Education Ltd will assess each complaint to decide if it falls within our jurisdiction.

Where it does, we will:

Acknowledge receipt and confirm we are dealing with your complaint within the timescales outlined.
Investigate thoroughly, making enquiries with all relevant parties as necessary.
Advise you of the results of our findings and any actions to be taken, where appropriate, within 30 working days (or sooner if possible).
Take appropriate action based on the outcome, which may include:
- Issuing a warning or sanction.
- Referring the matter to the appropriate authority (e.g. legal bodies).
- Closing the complaint if no further action is required.

If your complaint does not fall within our jurisdiction, we will advise you of this and, where possible, direct you to the appropriate body or process to pursue your complaint.

How does Sport Smarts Education Ltd record and monitor complaints?

All complaints received by Sport Smarts Education Ltd are recorded in a central Complaints Register. This register tracks:

The nature of the complaint.
The date it was received and resolved.
The outcome and any actions taken.

Complainants may request access to their own complaint record, subject to data protection regulations, by contacting Sport Smarts Education.

When does Sport Smarts Education Ltd review the Complaints Procedure?

Sport Smarts Education Ltd will review this Complaints Procedure annually or following significant changes in legislation, policy, or operational needs. The review will involve consultation with stakeholders to ensure it remains effective and fit for purpose.

When can Sport Smarts Education Ltd amend the Complaints Procedure?

Sport Smarts Education Ltd reserves the right to amend this Complaints Procedure at any time to reflect changes in legislation, best practice, or operational requirements. Any amendments will be communicated to all relevant parties, and an updated version will be made available on our website. Complainants will be notified of significant changes that may affect ongoing complaints.