Complaints & Feedback Policy

Our Commitment

At Gracie Barra Roundhay Leeds, we are committed to providing a professional, respectful and positive experience for all members, parents and visitors. We welcome feedback and take complaints seriously. Where concerns are raised, we aim to handle them fairly, confidentially and without unnecessary delay.

Informal Concerns

Where appropriate, we encourage members or parents to speak directly with a member of our team in the first instance so that concerns can often be resolved quickly and informally.

Formal Complaints

If you wish to make a formal complaint, this must be submitted in writing to: info@graciebarraroundhay.co.uk .

Formal complaints are overseen by the Academy Manager as the academy’s designated Complaints Lead. Complaints should include: Your full name, details of the complaint, relevant dates or times, any supporting information relevant to the matter. Where possible, complaints should be submitted within 14 days of the incident or issue being raised.

Complaint Handling Process

We will: Acknowledge receipt of your complaint within 72 hours where reasonably possible, review the information provided, conduct any necessary investigation, request further information where required, respond with the outcome once the investigation is complete. We aim to conclude investigations within 14 days, although more complex matters may require additional time. Where additional time is required, we will keep you informed of progress. Formal complaints, investigations and outcomes may be documented and retained in accordance with academy procedures, safeguarding responsibilities and legal obligations.

Confidentiality

Complaints will be handled as confidentially as reasonably possible and shared only with individuals directly involved in the investigation, safeguarding or resolution process where necessary. All parties involved are expected to behave respectfully throughout the process.

Incident Recording & Safeguarding

Gracie Barra Roundhay Leeds maintains formal incident recording, safeguarding and complaints procedures in order to support member welfare, staff accountability and legal compliance. Any safeguarding concern involving a child or vulnerable person will be handled in accordance with the academy’s safeguarding procedures and may be escalated to the appropriate authorities where required.

Unreasonable Behaviour

We will not tolerate abusive, threatening, harassing, discriminatory or intentionally misleading behaviour towards staff, members or third parties during any complaints process. Where communication becomes unreasonable or excessive, we reserve the right to limit or cease correspondence and, where appropriate, take further action in line with academy policies and membership terms.

Policy Updates

Gracie Barra Roundhay Leeds reserves the right to update this policy where necessary to reflect operational, legal or safeguarding requirements.

Updated June 2026