Complaints & Feedback Policy — Ashtanga Yoga Edinburgh

Purpose

At Ashtanga Yoga Edinburgh (AYE), we aim for excellence in the services, classes, and environment we provide. If something falls short of expectations — whether in teaching, administration, communication, or any other area — we want to know about it. Feedback helps us learn and improve. This policy outlines how you can raise concerns, how we respond, and what you can expect from us.

Scope

This policy covers complaints, concerns, feedback, suggestions, or compliments from students, visitors, partners, or any person interacting with AYE. Complaints may relate to teachers, staff, volunteers, classes, communications, facilities, policies, or other aspects of our operations.

Guiding Principles

  • Respect & fairness — All submissions will be handled respectfully, impartially, and without bias.

  • Transparency & accountability — We aim to be open about our processes and decisions, within the bounds of confidentiality.

  • Timeliness — We commit to acknowledging and responding to submissions promptly (72hrs).

  • Confidentiality — Sensitive information will be handled securely and shared only with those who need to see it. We provide channels with anonymous options also.

  • Learning & improvement — All complaints are opportunities to reflect, correct, and improve.

How to Submit a Complaint, Concern, or Feedback

We offer three main routes:

1. Informal / Direct Approach

If comfortable, you are encouraged to first bring your concern directly to the person involved (e.g. a teacher, administrator). Often, misunderstandings or minor issues can be resolved more quickly by open, respectful discussion.

If that is not possible or does not resolve the matter, you may escalate to one of the below options:

2. Feedback box in the shala

At the shala we have an anonymous feedback form box, which you can submit thoughts, ideas and feedback in. Paper and pens are provided. It is stored on the top of the changing room storage area. This is emptied weekly by our teaching team.

3. Formal Submission via Our Feedback & Complaints Form

Please use our Feedback & Complaints Form (Google Form) to raise issues, suggestions or compliments.

The link is: AYE Feedback & Complaints Form

A few notes on using the form:

  • You may submit anonymously or include your name and contact details if you wish to receive a reply.

  • The form is sent to our shala admin email (info@ashtangaedinburghyoga.co.uk), and all submissions are handled by the core team in confidence.

  • We aim to acknowledge receipt of all submissions within 72 hours of submission.

  • Depending on the nature of the submission, further follow‑up or investigation may occur internally.

Our Response Procedure

  1. Acknowledgement
    We will confirm receipt of your complaint or feedback within 5 working days (or within 72 hours, whichever is applicable) via email or phone.

  2. Clarification & Assessment
    We may contact you for further information, clarification, or to understand better what outcome you are seeking.

  3. Investigation / Review
    The relevant team members (teacher, administrator, or AYE’s Director) will assess the matter. This may include interviewing involved parties, reviewing records, or gathering evidence.

  4. Decision & Action
    Within 10 working days of acknowledgement (or a similar reasonable timeframe), we will provide you with a response describing:

    • What we found

    • Any steps we propose to address the issue

    • If changes to policy, procedure, or training are warranted

    • What recourse (if any) remains

  5. Follow-up & Monitoring
    Where corrective or improvement actions are agreed, we will monitor to ensure they are carried out, and follow up with you if appropriate.

If for any reason we cannot resolve the matter within the timeframe, we will keep you informed of progress, anticipated delays, and the new expected timeframe.

Escalation & External Bodies

  • If your complaint involves a senior team member, leadership, or governance issues, or if you feel the internal process is insufficient, you may raise it with an external body (for instance, Yoga Scotland, British Wheel of Yoga, or Police Scotland).

  • If your complaint implicates more than one person, or you feel unable to approach internal teams, we will support you in taking it forward externally.

Confidentiality & Data Protection

  • Information you provide will be handled sensitively, confidentially with applicable data protection laws.

  • Only staff or board members directly involved in investigating/responding to the complaint will have access to relevant documentation.

  • Records of complaints and resolutions will be kept securely and retained for a period consistent with legal and organisational requirements.

  • Anonymous submissions will be treated with the same seriousness, though our capacity to investigate may sometimes be limited without contact details.

No Detriment & Protection

  • Raising a complaint or feedback in good faith will never lead to negative repercussions against you (no “blacklisting,” exclusion, or negative treatment).

  • If at any stage there is risk to safety, wellbeing, or safeguarding concerns for anyone involved this may be escalated immediately beyond this complaints process.

Contact & Leadership Responsibility

If you prefer to bypass the feedback form or wish to contact us directly you may reach:

  • Emma Isokivi / Company Director
    Email: emmashtanga@gmail.com (personal teaching that only managed by her).
    Address: Ashtanga Yoga Edinburgh, 3a Montgomery St Lane, EH7 5JT

The AYE team is committed to ensuring this policy is adhered to, and that issues are resolved fairly, timely, and constructively.