Complaints & Grievance Policy

At Moray Training Club, we pride ourselves on the strength of our community. To maintain "The Pack’s" standards and ensure every member feels heard, we have established a clear process for resolving issues or concerns.

1. Informal Resolution

Initial Step: If you have a concern regarding a class, facility equipment, or a minor coaching issue, we encourage you to speak directly with the coach on duty at the hangar facility.

Immediate Action: Most issues—such as equipment maintenance or session bookings via the TeamUp app—can be resolved quickly through an informal conversation at the reception desk.

2. Formal Grievance Procedure

If an informal discussion does not resolve the issue, or if the matter is of a more serious nature (such as a breach of the Coach Code of Conduct or Safeguarding Policy), please follow these steps:

Written Submission: Submit your grievance in writing via our website contact form or email. Please include the date, time, and nature of the incident, as well as any individuals involved.

Acknowledgement: A member of our management team will acknowledge receipt of your complaint within 48 hours.

3. Investigation & Meeting

Review: Management will conduct a private investigation into the matter, which may include reviewing footage from the hangar or speaking with other members of the Pack.

Discussion: You may be invited to a private meeting to discuss your grievance in detail. You are welcome to bring a fellow member for support during this meeting.

4. Resolution & Outcome

Decision: We aim to provide a formal response and proposed resolution within 7 working days of the investigation's conclusion.

Actions: Resolutions may range from a simple apology and facility adjustment to formal disciplinary action for staff or membership termination for those in breach of our Terms & Conditions.

5. Appeals

If you are unsatisfied with the outcome, you have the right to appeal the decision. Appeals must be submitted within 5 working days of the resolution notice and will be reviewed by a senior leader within the club who was not involved in the initial investigation.

6. Confidentiality

All grievances are handled with the utmost discretion. Information will only be shared with relevant parties strictly on a "need-to-know" basis to facilitate a fair resolution.