Comments and Complaints

If you have been less than fully satisfied with the service you have received, we would welcome your comments so that we can rectify the problem and improve our service in the future.

Different aspects our service are dealt with in different ways.

If you have a comment or complaint about an RYA Recognised Training Centre, you should raise it directly with the Centre in the first instance. If you do not receive a satisfactory response, please contact training@rya.org.uk.

If you have a comment or complaint about an RYA affiliated club, you should raise it directly with the club in the first instance. If you do not receive a satisfactory response, please contact Michelle.Gent@rya.org.uk.Please be aware that the RYA does not act as a regulator of clubs and so while we welcome your feedback on clubs, we may not be able to take formal action as a result.

If your comment or complaint relates to RYA racing programmes, please contact racing@rya.org.uk.

If you comment or complaint relates to the RYA website or webshop, please contact web.support@rya.org.uk. If your complaint relates to safeguarding, please refer to the RYA safeguarding webpages What to do if you're worried | Safeguarding | RYA

If you would like to report a safety incident or near miss, please use the RYA reporting webpage: Reporting | Safety Management System

If your complaint relates to something else, or you are not satisfied with the response you receive from a department within the RYA, please complete the form below.

What is the procedure for making a comment or complaint?

Complaints should be submitted on the form below. Please complete all parts of the form, as this will help us to resolve the issue as quickly as we can. We are not able to accept anonymous complaints.

What will happen next?

A dedicated member of our team will acknowledge your comment or complaint within 3 days. They will record the issue you raise and arrange for appropriate action to be taken. Action may include discussing the issue with the most appropriate member of our team or carrying out an investigation into the matter. They will ensure you are provided with a formal response within 14 days, although complex queries may take longer to investigate thoroughly. If this is the case, you will be provided with an update within 14 days. In some cases, it may be helpful for us to discuss the issues with you and/ or other interested parties on the phone. A record of your complaint and the steps taken to address your concerns will be retained to help us improve in the future. Sometimes, the issues

raised may mean that it is more appropriate to address the issue under anouther process, and you will be informed if that is the case.

What happens if I am not satisfied with the outcome?

Some of our specific procedures include steps that can be taken if you are dissatisfied with the initial outcome, and you will be informed if that is the case.

If you are not satisfied with the reply you receive to a general comment or complaint, you should firstly discuss the matter with our Complaints Officer. In some situations, your complaint may be referred to the relevant head of department, and if you remain unsatisfied, to the CEO. If you are not happy with a response from the CEO, or your complaint relates to the CEO, the matter may be referred to the Senior Independent Director.

Privacy statement

The personal information provided on the form will be used for the purpose of investigating and responding to your comment or complaint. If you are an RYA member or RYA customer, the legal basis for processing your information shall be contract. If you are not an RYA member or RYA customer, the legal basis shall be legitimate interest. Your information will be used and stored in accordance with the RYA privacy policy, available at www.rya.org.uk/go/privacy.