Complaints Policy

Informal process

Most concerns can be resolved quickly poolside. If you're unhappy with something during or right after a lesson, speak to the poolside supervisor. They'll do their best to fix it on the spot and pass the outcome to the office.

Formal process

If the issue isn't resolved informally, or you'd prefer to put it in writing, email admin@brightonswimmingschool.com or write to:

What to include

• Your name, address and contact details
• The swimmer's name and class details (day, time)
• A full description of the complaint
• Supporting information — dates, locations, any witnesses
• Details of any previous attempts to resolve it
• What outcome you're hoping for

We can only deal with complaints from the person directly affected — not third parties.