Last updated 4 June 2026
We want every member, parent and visitor to have a great experience with us. If something goes wrong, we want to know so we can put it right. This procedure explains how to raise a concern or complaint and how we will respond.
Most concerns are resolved quickly with a friendly conversation. Please speak to a coach first whenever you can.
Our promise
- We treat every complaint seriously, fairly and in confidence.
- We will not treat you unfairly for raising a genuine concern.
- We aim to resolve complaints quickly and learn from them.
How to raise a complaint
- 1Informal stage: speak to your coach, who will try to resolve the matter straight away.
- 2Formal stage: if you are not satisfied, email help@brazillianjiujitsu.com with the details. We will acknowledge your complaint within three working days.
- 3Investigation: we will look into the matter fairly and aim to give a full response within fourteen working days.
- 4Review: if you remain unhappy, you may ask us to review the decision, and we will respond as quickly as we can.
Safeguarding concerns
If your complaint involves the safety or welfare of a child or adult at risk, it will be handled immediately under our Safeguarding Policy by our Designated Safeguarding Lead, rather than through this routine procedure.
Taking it further
For most issues we are confident we can resolve things together. Where a complaint relates to a coach's conduct or a governing-body matter, you may also contact our affiliating body. For data protection complaints, you can contact the Information Commissioner's Office at ico.org.uk.
Review and contact
This procedure is reviewed regularly so it stays fair and clear. This policy was last reviewed on 4 June 2026. We welcome questions and feedback at any time.