River Spirit SUP

Complaints Policy

River Spirit SUP - Complains Procedure

Complaints Policy and Procedure

The ASI Accredited School is committed to effectively, efficiently, promptly and fairly handling all complaints about its service and products.

Any complain will be treated seriously, investigated thoroughly and dealt with according to the merit of the complaint.

The circumstances and results of any appeal are analysed thoroughly by senior management for their implications and acted on appropriately so as to remove any grounds for appeal in the future by improving the relevant functions.


Making complaints

Clients may make a complaint in writing to:

Address: The Chief Executive Officer at the ASI Accredited School


Postal Address: Woodford Mill, NN14 4DU

Website: wwww.riverspiritsup.co.uk


The Director (education) at the Academy of Surfing Instructors (ASI) Head Office

Phone: +61 2 9365 4170

Email: info@academyofsurfing.com

Postal Address: PO Box 7502, Bondi Beach, NSW, 2026 Australia

Website www.academyofsurfing.com


Recording and Resolution of Complaint

  • The ASI Accredited School is notified of the complaint
  • All complaints are recorded on the client complaint form
  • The ASI Accredited School investigates the complaint
  • Clients are notified in writing of the outcome of the complaint within 60 days from the time of receiving the complaint
  • All complaints information is filed on the complaints file


Dissatisfied Outcome

  • Should the client not be satisfied, then the client can seek arbitration by a third party acceptable to all partied to the grievance.
  • If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request the ASI Accredited School to seek the services of a third party.
  • Arbitration will be undertaken when both ASI Accredited School to seek the services of a third party.
  • If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal.



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