Health & Performance 3 Ltd (HP3) Feedback and Complaints Policy

Effective Date: 1st Dec 2024
Applies To: All athletes and clients engaging with HP3 services.

Purpose

HP3 values open communication and is committed to providing high-quality coaching services. This policy outlines how athletes can provide feedback or raise concerns and how HP3 will address them effectively and professionally. This policy forms part of HP3’s coaching agreement. By signing the coaching agreement, you acknowledge and agree to adhere to this policy also.

1. Scope

This policy applies to all feedback, suggestions, or complaints regarding HP3 services, including:

  • Coaching practices and communication.

  • Training plans and guidance.

  • Administrative processes.

  • Interactions with the HP3 Coaching Team.

2. Providing Feedback

HP3 encourages athletes to share feedback to help improve services. Feedback may include:

  • Positive experiences and success stories.

  • Suggestions for service improvements.

  • Constructive criticism.

Athletes can provide feedback through the following channels:

  • Email: Info@hp-3.co.uk

  • TrainingPeaks: Via post workout comments on TrainingPeaks or direct messages.

  • Scheduled Meetings: Discuss feedback during regular coaching check-ins.

3. Submitting a Complaint

If an athlete has a concern or issue with any aspect of HP3 services, they should:

  1. Step 1: Raise the Concern Informally

    • Contact your coach directly to discuss the issue and seek resolution.

    • Many issues can be resolved quickly through open and honest communication.

  2. Step 2: Submit a Formal Complaint

    • If the concern cannot be resolved informally, submit a written complaint to info@hp-3.co.uk

    • Include the following details:

      • Your name and contact information.

      • A clear description of the issue, including relevant dates and details.

      • Any actions you would like HP3 to take to resolve the issue.

4. Complaint Handling Process

  1. Acknowledgement

    • HP3 will acknowledge receipt of the complaint within 3 working days.

  2. Investigation

    • The Head Coach or an appointed representative will review the complaint thoroughly.

    • HP3 may contact the athlete for further information or clarification.

  3. Resolution

    • A written response will be provided within 14 working days, detailing the findings and any actions to be taken.

    • If more time is required, HP3 will inform the athlete of the delay and provide an updated timeline.

  4. Escalation

    • If the athlete is unsatisfied with the resolution, they may request a review by an independent representative or seek advice from relevant professional bodies (e.g., Chartered Society of Physiotherapy for physiotherapy-related concerns, TrainingPeaks for coaching related matters).

5. Commitment to Fairness and Confidentiality

  • HP3 is committed to handling all feedback and complaints fairly, professionally, and confidentially.

  • Personal information related to complaints will be processed in accordance with HP3’s Privacy Policy and GDPR regulations.

6. Continuous Improvement

HP3 uses feedback and complaint trends to identify areas for improvement and enhance the quality of coaching services. Regular reviews ensure that this policy remains effective and relevant.