Conduct
Unethical or inappropriate behaviour.
Speak up safely
We take every complaint seriously
Your concerns help us protect people, improve our work and stay accountable to the communities we serve.
Make a complaintWhen to use this form
Tell us when something does not feel right
You can use this form if you have experienced or observed a concern involving SwimTayka, our programmes, staff, volunteers or participants.
This includes inappropriate behaviour, safeguarding or safety concerns, problems with programme delivery, financial transparency, or dissatisfaction with an earlier attempt to resolve an issue.
Safety
Safeguarding or dangerous conditions.
Services
Programme delivery or unmet commitments.
Governance
Finances, resources or transparency.
Is someone in immediate danger?
Contact the emergency services or the appropriate local safeguarding authority first. You can then tell SwimTayka using this form.
What happens next
A clear and accountable process
We aim to keep you informed throughout, while respecting the privacy of everyone involved.
- 1
Acknowledgement
We confirm receipt within 2 business days.
- 2
Review
A Complaints Coordinator assesses urgency and next steps.
- 3
Investigation
We aim to begin within 5 business days.
- 4
Response
We normally respond within 15 business days.
- 5
Follow-up
We share the outcome in writing and invite feedback.
- 6
Escalation
You may request a review by the Board of Trustees.
Secure online form
Make a complaint
The form asks for your details, what happened, supporting information, your desired resolution and a declaration.
Your privacy matters
Only include information that is relevant to your complaint. We handle personal information in line with our Privacy Policy.