Learner Complaints Procedure
A clear, fair, and confidential way for learners to raise a formal complaint, and how the Academy responds.
The Cayman Islands National Coaching Academy is committed to coaching education of the highest quality and to handling every complaint seriously, fairly, and without bias. The procedure applies to any learner, participant, coach-in-training, or student enrolled in an Academy programme, workshop, or course, whether delivered in person or online, and may be used by a parent or guardian on behalf of a learner under 18. Complaints concerning the safety or welfare of a child are handled under the Safeguarding & Child Protection Framework and referred to the Safeguarding Officer without delay.
The procedure has three stages, and most matters are resolved at the first:
- Stage 1 — Informal resolution: raise the issue directly with the coach, instructor, or coordinator, aiming to resolve it within five working days
- Stage 2 — Formal complaint: submit the Learner Complaint Form; the Academy acknowledges it within five working days and a reviewing officer not involved in the matter provides a written decision within twenty working days
- Stage 3 — Appeal: appeal in writing to the Academy Director within ten working days, with a response within fifteen working days; this decision is final within the Academy
The Academy will consider anonymous and third-party complaints, keeps all complaints confidential, and ensures no learner is disadvantaged for raising a complaint in good faith. Complaints are used as feedback to improve programmes, and the procedure is reviewed at least annually.