Complaints & Disciplinary Policy

How we handle complaints and conduct issues, fairly and quickly.

Entity: School Of Fish

Jurisdiction: United Kingdom

Date of Review: 01/01/2026

Next Review Date: 01/01/2027

1. Introduction

School Of Fish is committed to providing a high-quality service to all junior anglers, adult learners, parents, and trainee coaches. We also strive to maintain a safe, respectful, and professional environment.

This policy outlines:

• Part A: How customers (parents, learners, trainees) can make a complaint about our service.
• Part B: How School Of Fish handles misconduct by Staff, Trainee Coaches, or Participants.

Part A: Complaints Procedure

For parents, learners, and trainee coaches unhappy with our service.

2. Our Commitment

We view complaints as an opportunity to learn and improve. We aim to handle all complaints fairly, confidentially, and quickly.

3. Stage 1: Informal Resolution

Most issues can be resolved immediately on the bankside.

• Action: Please speak to the Lead Coach or Course Tutor at the time the issue arises.
• Example: A concern about a fishing spot, equipment, or a misunderstanding with another angler.
• Outcome: The staff member will do their best to resolve the issue there and then.

4. Stage 2: Formal Written Complaint

If the matter cannot be resolved informally, or if it is serious (for example, a safeguarding concern or breach of contract):

• Action: Submit a written complaint to Ulvis Strokss via email at info@schooloffish.co.uk. For a safeguarding concern, contact our Designated Safeguarding Lead at safeguarding@schooloffish.co.uk instead, and see our Safeguarding Policy.
• Acknowledgement: We will acknowledge receipt within 3 working days.
• Investigation: We will investigate the matter (interviewing staff, reviewing records).
• Response: We will provide a full written response with our findings and proposed resolution within 14 working days.

5. Stage 3: Appeal

If you are not satisfied with the Stage 2 response, you may appeal to the Owner.

• Action: Write to the Owner within 7 days of receiving the Stage 2 outcome, explaining why you are unsatisfied.
• Outcome: The Owner's decision is final regarding internal procedures.

Part B: Disciplinary Procedure

For staff, trainee coaches, and junior participants.

6. Principles

• No disciplinary action will be taken until the case has been investigated.
• The individual will be informed of the allegations in writing.
• The individual has the right to be accompanied (by a colleague or trade union rep) to any formal disciplinary meeting (staff and trainees only).
• Parents or guardians will be involved immediately if the issue concerns a Junior Participant.

7. Categories of Conduct

7.1 Misconduct (Minor or Moderate)

Examples include, but are not limited to:

• Consistent lateness to sessions.
• Using inappropriate language (swearing).
• Minor breaches of safety rules (for example, running on the bank).
• Poor care of tackle or equipment.
• Failure to follow Catch and Release protocols correctly.

7.2 Gross Misconduct (Serious)

Examples generally resulting in immediate dismissal or expulsion:

• Theft or fraud.
• Physical violence or bullying.
• Serious negligence causing danger to life (for example, pushing someone into water).
• Fishing without a valid Environment Agency Rod Licence (staff and trainees).
• Attending under the influence of alcohol or illegal drugs.
• Serious breach of the Safeguarding or Equality Policy.

8. Disciplinary Process: Staff & Trainee Coaches

Step 1: Investigation

We will establish the facts. The individual may be suspended on full pay (staff) or temporarily suspended from the course (trainees) while this happens. This is not an admission of guilt.

Step 2: Disciplinary Meeting

A meeting will be held to discuss the allegations. The individual can present their side of the story.

Step 3: Outcome

• No Action: If allegations are unfounded.
• Written Warning: For first instances of misconduct. Details the improvement required.
• Final Written Warning: For serious or repeated misconduct.
• Dismissal or Expulsion: For Gross Misconduct or if there is no improvement after a final warning. For Trainee Coaches, expulsion from the course may result in the forfeiture of course fees as per the Terms & Conditions.

9. Disciplinary Process: Junior Participants

We adhere to a supportive, educational approach for children, but safety is paramount.

Level 1: Verbal Warning (Bankside)

The coach explains why the behaviour is unacceptable (for example, "please stop swinging the lead weight, it is dangerous").

Level 2: Time Out / Parent Contact

If behaviour persists, the child may be asked to sit away from the water for 10 minutes. The parent or guardian will be informed at pickup.

Level 3: Exclusion

• Temporary: For serious incidents, the child may be banned from the next 2 sessions.
• Permanent: In extreme cases (for example, violence, carrying a weapon, intentional cruelty to fish), the child will be permanently excluded from School Of Fish. No refund will be given.

10. Appeals (Disciplinary)

Any staff member or trainee coach has the right to appeal a disciplinary decision.

• Appeals must be lodged in writing within 5 working days of the decision.
• An appeal hearing will be conducted by a manager not previously involved in the case (where possible).

Making a Complaint?

Write to Ulvis Strokss and we'll get back to you within 3 working days.

info@schooloffish.co.uk