Complaints Procedure

At WeSwim, we’re always looking for ways to improve. If you have a concern or complaint about any part of our service, we want to hear from you so we can put things right.

WeSwim encourages open communication. Wherever possible, issues should be resolved informally and quickly by discussing them directly with the person involved.

If this is not appropriate or does not resolve the concern, you can make a formal complaint.

How to make a complaint

You can share your complaint in one of the following ways:

• Email: tash@weswim.club
  
  
• Online form: Submit a complaint
  
  
• Verbally: Contact us to speak to a staff member, who can help you record your complaint.

If you prefer, you can ask a support person or advocate to raise the issue on your behalf.

What happens next

• We’ll acknowledge your complaint within 7 days and explain what will happen next.
  
  
• We’ll investigate fairly and confidentially, usually within 28 days.
  
  
• You’ll receive a written response with the outcome, any actions taken, and, if appropriate, an apology.
  
  

If the complaint involves the CEO, it will be handled by the Board of Trustees. You can contact the chair of Trustees directly by email: jane@weswim.club.

If your complaint is about a pool or pool staff

WeSwim works in partnership with leisure centres and swimming pools across London, but we don’t manage these facilities or employ their staff.

If your complaint relates to pool facilities, lifeguards, or venue staff, please contact the pool directly, they will handle it under their own complaints policy. If you need help or support this this please get in touch and we’ll can help.  

For the full WeSwim Complaints Policy, please click here.