Complaints Procedure

Last updated: 15 September 2026

1. Our approach

LionHeart aims to resolve concerns fairly, promptly and respectfully, without retaliation against anyone who raises a genuine concern.

2. Ordinary complaints

Raise the issue with reception/admin where appropriate, verbally or in writing.
If unresolved or significant, escalate to the Head Coach/Director at info@lionheartmuaythai.com.
Provide the key facts, dates, people involved and the outcome you are seeking.
LionHeart will acknowledge written complaints as soon as reasonably practicable and aim to provide a substantive response within 14 calendar days, or explain if more time is required.

3. Safeguarding concerns

Safeguarding concerns are not treated as ordinary customer-service complaints. They must be passed immediately to the DSL. If a safeguarding concern concerns the DSL/Head Coach personally, it must not be investigated by that person and should be reported directly to BMABA safeguarding and/or the relevant statutory authority. This external route applies even though ordinary complaints about the Director may initially be sent to LionHeart.

4. External routes

Immediate danger: 999.
BMABA safeguarding: secure reporting route at bmaba.org.uk/safeguarding.
Hammersmith & Fulham Children’s Social Care / ICAT: 020 8753 6600; familyservices@lbhf.gov.uk; out of hours 020 8748 8588.
Hammersmith & Fulham Adult Safeguarding: 0800 145 6095; safeguardingadults@lbhf.gov.uk; out of hours 020 8748 8588.
Data protection complaints may also be made to the Information Commissioner’s Office.

5. Records and fairness

Complaints are recorded proportionately and access is limited. LionHeart may decline to continue repetitive, abusive or vexatious correspondence, but a complaint is not treated as malicious merely because it is not upheld.