Terms & Policies

Robin Hood Gymnastics Centre is a Nottingham facility, based in Sherwood.

The centre has been formed to cater for both the demands of the local community and the surrounding area. It is offering in house classes directly with a centre registration and hire facilities for various organisations and groups:

Cheer – Acro – Tumbling – Yoga – Cafe – Parties – Dance rooms – And other uses

Whether you’re a parent looking to channel the energies of your toddlers, primary age or teenage children, an adult interested in fitness and flexibility or extra private classes, Robin Hood is planning to be able to meet the needs of all.Or maybe your group need regular facilities or just a trampoline for an extra session.It is offering gymnastics to children of all ages and ability. Check out all the various activities and classes we can provide. If there’s not a class that suits your needs please contact us and we will see what we can provide. Or pop in, have a coffee and take a look at our centre.

Code of conduct

Robin Hood Gymnastics Centre is fully committed to safe-guarding and promoting the well-being of all its members. The Centre believes that it is important that members, coaches, administrators and parents associated with the centre should, at all times, show respect and understanding for the safety and welfare of others. Members are encouraged, therefore, to be open at all times and share any concerns or complaints that they may have about any aspect of the club to info@robinhoodgymnastics.co.uk or our appointed Welfare Officer. Please download our code of conduct policy and general handbooks for more information on our centre guidelines.

Child protection/vulnerable adults policy and procedures

Robin Hood Gymnastics Centre has a detailed and comprehensive safeguarding and protecting children and vulnerable adults policy, with all coaches working towards this. The centre has appointed welfare officers who have attended safeguarding and protecting children training and time to listen.

Equity policy

Robin Hood Gymnastics Centre have established an equity policy which aims to provide gymnastics for all. At RHGC we offer opportunities in General, Pre-School, Adults, Disability, Acro and Tumbling. The centre encourages individuals from all communities to become involved in all levels of participation, coaching, officiating and management. The centre ensures that all coaches, staff members, committee members and club members adhere to the following principles:

1. All persons must respect the rights, dignity and worth of every human being
2. All individuals must be treated fairly and equally regardless of gender, age, ethnic origin, religion or political persuasion or disability.
3. An equal professional service will be provided for all participants and discrimination through race, gender or disability will not be tolerated. Sexual and racial harassment and discrimination is prohibited.
4. The equity policy will be enforced through the discipline procedures that are also in place to enforce the centre codes of conduct.
5. Employers have an equal opportunity, anti-harassment and bullying policy in place.
6. Any complaints should be made via the welfare officers and will be investigated in a timely manner, with disciplinary procedures in place.
7. WAIVER RELEASE FORM DROP-IN SESSIONS

Privacy Policy

At Robin Hood Gymnastics we take your privacy seriously and will ensure your personal information is kept secure. We provide gymnastics activities and offer competitions and events in which we may participate. Please download and view our CCTV and Privacy Policy for more information. If you have any queries at all, please email: info@robinhoodgymnastics.co.uk In relation to the RHGC privacy policy please see the notice below regarding: Photography Consent for Public Events, Robin Hood Gymnastics, Ellesmere Court, Haydn Road, Sherwood, Nottingham NG51DX. Crowd release for Robin Hood Public Events including, Festivals, Displays, Competitions and all other special Media Productions and Events By entering and by your presence here during our public event (Robin Hood Gymnastics), you consent to be photographed, filmed and/or otherwise recorded. Your entry constitutes your consent to such photography, filming and/or recording and to any use, in any and all media throughout the universe in perpetuity, of your appearance, voice and name for any purpose whatsoever in connection with the production of such media for any marketing, commercial or editorial purposes or campaigns. You understand that all photography, filming and/or recording will be done in reliance on this consent given by you by entering Robin Hood Gymnastics Facility, Haydn Road, Sherwood, NG51DX. If you do not agree to the foregoing, please do not enter this area. In relation to the RHGC privacy policy please see the notice below regarding: Registration, Robin Hood Gymnastics, Ellesmere Court, Haydn Road, Sherwood, Nottingham NG51DX. By registering as a member of Robin Hood Gymnastics Centre through our third party system loveadmin.com and paying for your classes via direct debit, you are agreeing to allow Robin Hood Gymnastics Centre to contact you when necessary for operations and marketing purposes. You may cancel your membership and registration anytime by following the process in our fees policy.

Compliments, Concerns & Complaints Procedure

1.0 INTRODUCTION

Robin Hood Gymnastics Centre is committed to providing a safe, stimulating, consistent and accessible service to its customers and their parents/carers.

We always aim to provide a high standard of care in all our services. RHGC places the welfare and safety of its members as the highest priority. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.

2.0 MAKING A SUGGESTION

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone attending the Centre, as well as their friends/family may make a suggestion. If you would like to share any comments or suggestions, please feel free to speak directly with a Senior Coach or Manager at RHGC — either in person (at the beginning or end of a class), by phone, email, or letter. We always welcome your feedback and are happy to hear from you.

If you are unsure on who is who, please take a look at the ‘Meet the Team’ board on the website.

3.0 MAKING A COMPLAINT

If informal discussions of a complaint/suggestion have not produced a satisfactory response, you are invited to submit a formal complaint. A person who files a Complaint must do so with no malice and/or information known to be false, fabricated or retaliatory in nature. Complainants must have reasonable grounds for believing the information disclosed does indeed indicate a violation. Knowingly submitting a false or malicious report will be considered harassment. We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. RHGC assures customers and their families that it will not withdraw or reduce services because someone makes a complaint in good faith. If a complaint alerts us to possible abuse or neglect, the club’s Welfare Officer will follow the Safeguarding & Protecting Children Policy. Any welfare complaints in which a child is considered to be immediate danger will be referred directly to the police.

Should you wish to report Welfare concern, this should be done directly to one of the following people:

Club Welfare Officers: Ali Oldham or Tammy Hatfield welfare@obinhoodgymnastics.co.uk

4.0 WHO CAN COMPLAIN

Anyone affected by the way RHGC provides services can make a complaint. A representative may complain on behalf of the affected person if they:

• cannot make a complaint themselves, or

• have given consent for the representative to act on their behalf

If you are not comfortable making a complaint yourself and do not have someone who can speak or write on your behalf, we recommend seeking support from an independent advocacy service. While we are unable to arrange this for you, such organisations are available to help represent your views.

5.0 HOW YOU CAN MAKE A COMPLAINT

You can complain:

• in person

• by telephone (details above)

• through a member of our staff

• through an advocate/representative (as mentioned above)

• by letter (details above)

• by email (details above)

Where someone complains orally, please advise us that you wish to make a formal compliant, we will make a written copy.

6.0 ANONYMOUS COMPLAINTS

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details, so we can advise you re: the outcome of our investigation.

7.0 RESPONSIBILITY

The RHGC Senior Managers has overall responsibility for dealing with all complaints made about their service.

8.0 HOW WE HANDLE COMPLAINTS

The Senior Managers at Robin Hood Centre may ask one of the team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 20 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

• details of the findings;

• any action we have taken; and

• our proposals to resolve your complaint.

9.0 TIME LIMITS

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

10.0 FURTHER STEPS

Once we have dealt with your complaint, if you are not happy with the outcome you can request (via the team member initially handling your complaint) your complaint be referred to the Club’s Board of Directors. The Board of Directors will investigate the complaint together with the response at a specially convened meeting. The Board may invite external parties to assist with the investigation.

As per the initial complaint process, we will acknowledge a complaint within 5 working days, we will keep you informed about the progress of the investigation and aim to have all complaints finished within 20 working days unless we agree a different time scale with you.