Every year, more than 400,000 customers pass through RYA Training Centres, with the overwhelming majority leaving happy, motivated and already thinking about the next course they want to book.  

That’s a real credit to the professionalism, care and commitment shown by training centre principals, instructors and their teams across the network.  

Even in the best-run centres, though, complaints do occasionally arise. However strong your systems are and however experienced your instructors may be, there will sometimes be occasions when a customer feels disappointed or dissatisfied.  

When that happens, the key is not simply whether a complaint is made, but how it’s handled. 

Experience in this area consistently shows that complaints are usually much easier to resolve when they are dealt with quickly, calmly and professionally. A prompt and thoughtful response can often prevent a minor issue from escalating, help restore confidence and send a customer away feeling listened to and respected. 

When things go wrong 

Complaints can arise for all sorts of reasons. Some are serious, others relatively minor. They may stem from a misunderstanding, a lack of clarity in advertising, a mismatch in expectations or sometimes a genuine shortcoming in service delivery.  

Whatever the cause, one thing remains the same: a complaint is a sign that a customer is unhappy with some aspect of their experience. 

So, what is the best way to respond? 

Listen

Whether or not you agree with what a customer is telling you, taking the time to hear them out is one of the most important steps in resolving an issue. Denying there is any problem, ignoring the complaint or dismissing their views out of hand can quickly make matters worse.  

Listening properly helps you understand not only what has happened, but also the root cause of their dissatisfaction. 

Investigate

Once you have heard the complaint, gather the relevant facts. Speak to the instructor involved and, where appropriate, to other students or members of staff. Do those views support the complaint, or not? 

Ask

What does the customer want from the situation? In some cases, they may simply want to be heard. In others, they may be looking for an apology, additional training, or a refund. Any decision about how to resolve the matter should be guided by the facts and whether there are genuine grounds for a complaint.  

If your centre or the instructor has got something badly wrong, then denying that is the case will likely escalate an already delicate situation. If mistakes have been made, own them, and set about putting them right. 

Apologise

A sincere apology can go a long way. Customers are often more understanding than we expect when they feel a centre has been honest, taken responsibility and made a genuine effort to put things right. 

Learn

Just as importantly, treat complaints as an opportunity to learn. If an issue has exposed a weakness in your systems, communication or delivery, take steps to prevent it happening again.  

For example, if advertising created an unrealistic expectation, change the wording. If an instructor did not live up to expectation, work with them to develop their skills or modify their behaviour. The same is true whether that instructor is a permanent employee, or freelance. If you simply choose not to use an instructor again without informing them of the problem, that issue is simply moved on to the next school they work for.  

Act quickly

Taking weeks or months to deal with a complaint rarely improves the outcome. Acting promptly, keeping the customer informed and showing that the matter is being taken seriously will often make resolution much easier. 

Closure

Once a resolution has been agreed, make sure it is acted upon quickly. Whether that means issuing a refund, arranging further training, or simply reporting back on the findings of your investigation, closure is important. Customers should not be left wondering what happens next. 

Keep the bigger perspective 

Of course, there will be occasions when a complaint appears to have little or no merit. Even then, and assuming you have been through all the steps above, it is important to approach the matter with care. A customer may not accept your conclusion, and a prolonged dispute can quickly become time-consuming and costly. In some cases, a modest gesture of goodwill may be a more practical and proportionate response than standing firm on a point of principle. There is no single right answer in every case, but decisions should be made with the bigger picture in mind, rather than in the heat of the moment. Putting it simply, sometimes a small gesture of good will, rather than standing your ground on a point of principle, can save you a lot of time, money and heartache.  

It’s also worth remembering that the customer’s contract is with the centre, not with the RYA. Responsibility for resolving complaints therefore sits with the centre, rather than ignoring it or passing it on to the RYA for resolution. However, if you feel you need support in dealing with an issue, please do not hesitate to contact the RYA Training team: while we cannot resolve it for you, we may be able to help you identify a way forward. 

Support resources 

To support centres further, we’ve recently updated the training guidance notes to clarify the responsibilities all recognised Training Centres have when it comes to handling and resolving complaints. The latest guidance can be found in the RYA Recognition Guidelines.  

Ultimately, the best way to deal with complaints is to reduce the likelihood of them arising in the first place. Well-trained staff, well-maintained equipment, clear communication and accurate advertising all play an important part.  

As with so much in training – and in life – prevention is better than cure.