World Kickboxing Institute Feedback and Complaints Procedure
1. Introduction
This Feedback and Complaints Procedure sets out how the World Kickboxing Institute (“WKI”, “we”, “us”, or “our”) handles feedback, concerns, and complaints.
This procedure applies to:
members;
clients of members;
employers;
customers; and
any individual or organisation interacting with WKI services directly or indirectly.
This procedure does not apply to:
general service enquiries; or
appeals relating to assessment decisions.
Appeals relating to assessments or qualifications are handled separately under WKI’s Appeals Procedure.
Where a complaint submitted is determined to be an appeal, WKI will notify the relevant party and process the matter in accordance with the relevant appeals process where appropriate.
WKI is committed to providing a professional, fair, impartial, and high-quality service to all individuals and organisations we work with.
If you have any questions regarding this procedure, please contact:
Email: info@wki.org.uk
2. Feedback
WKI welcomes constructive feedback, comments, and suggestions regarding our services, training, and operations.
Feedback helps us improve our standards and the experience we provide to members and customers.
Feedback may be submitted by:
email to info@wki.org.uk; or
post to:
World Kickboxing Institute
85 Bradford Street
Commercial Unit Fabric Square
Birmingham
B12 0AG
United Kingdom
All feedback will be treated respectfully and confidentially where reasonably possible.
3. Complaints
WKI recognises the importance of handling complaints fairly, consistently, and promptly.
Individuals are entitled to raise concerns, dissatisfaction, or complaints regarding any aspect of the services provided by WKI.
We aim to resolve concerns as quickly and informally as possible wherever appropriate.
4. Informal Resolution (Stage 1)
In the first instance, individuals are encouraged to raise concerns directly with the person or department involved where appropriate.
WKI staff will aim to resolve issues promptly, professionally, and fairly without the need for a formal complaint where possible.
5. Formal Complaints (Stage 2)
If:
the issue cannot be resolved informally;
the individual does not feel comfortable raising the issue informally; or
the outcome of the informal stage is unsatisfactory,
a formal complaint may be submitted by email to: info@wki.org.uk
The complaint should include:
the complainant’s name;
contact details;
details of the complaint; and
any relevant supporting information where available.
WKI aims to acknowledge and respond to formal complaints within 10–14 working days.
Where a complaint requires further investigation, WKI will keep the complainant reasonably informed regarding progress and expected timeframes.
6. Escalation
If the complainant remains dissatisfied after exhausting WKI’s internal complaints process, they may seek independent advice or contact any relevant external authority, regulator, or dispute resolution body where appropriate.
7. Confidentiality and Data Protection
Complaint information will be handled sensitively and shared only where reasonably necessary for investigation, resolution, safeguarding, legal, regulatory, or compliance purposes.
WKI processes personal data in accordance with:
the UK General Data Protection Regulation (UK GDPR); and
the Data Protection Act 2018.
Complaint records may be retained where reasonably necessary for:
legal obligations;
safeguarding requirements;
quality assurance;
regulatory compliance; or
audit purposes.
Further details are available within WKI’s Privacy Policy.
8. Fair Treatment
Making a complaint will not result in unfair treatment, discrimination, victimisation, or retaliation by WKI.
All complaints will be considered fairly, impartially, and in accordance with this procedure.
9. Policy Updates
WKI reserves the right to update this Feedback and Complaints Procedure from time to time.
The latest version will always be made available through WKI.