Swimming Lesson FAQ

Q:  I am new to the area and I am interested in learning to swim.

A: Complete an application to be enrolled onto our waiting list and we will contact you prior to the next course commencing. (Spaces permitting)

Q: What if I am new to the area and I have participated in lessons before?

A: Telephone reception and leave your name on the assessment list.  We will contact you prior to the enrolment to arrange a swim assessment. 

Q: What if I have been participating in your lesson programme but I have missed 1 course due to holidays etc?

A: If you have missed 1 course e.g. course 2, you may enrol for course 3 on the last week of course 2.  If you miss 2 or more courses you must put your name on the waiting list and we will contact you prior to the next course commencing. (Spaces permitting)

Q: When are the re-enrolment forms distributed?

A: On the 2nd last week of the present course at the end of the lesson.

Q: What if I am on holiday when the re-enrolment forms are being distributed?

A: If you are unable to uplift your re-enrolment form due to holiday/illness etc. The teacher will leave it at reception.  It is up to you to uplift and complete the form.    

Alternatively telephone reception and a member of staff will provide you with the necessary information and complete the re-enrolment form for you.

Q: Can I collect my re-enrolment form before the day and time of my class?

A: No. Re-enrolment forms cannot be uplifted prior to the stated week (i.e. 2nd last week of lessons) as they are with our Administration Department up until this point.                           

Q: When do the re-enrolment forms have to be returned by?

A: They must be returned to reception no later than 7.00pm on the Sunday of the second last week of the present course.

Q: What happens if I don’t get my 1st or 2nd choice?

A: We will contact you by telephone on the Sunday night of the 2nd last week if your 1st & 2nd choice is unavailable and offer you an alternative.

Q: When do I make payment for the next course?

A: Payments can only be made on the last week of the lessons from 7.00am on the Monday morning until 6.00pm on the Friday evening.  Payment can be made in person at reception or by telephone using a Credit/Debit Card.  If you are unable to connect to reception (e.g. during busy periods) please dial extension 209 and leave your name and telephone number with the Duty Manager.  We will call you back at our earliest convenience.

Q:  Why can’t I make payment as I return my re-enrolment form?

A: The re-enrolment process is not completed until Sunday evening of the 2nd last week and in addition as we have so many forms being returned at the one time this would create congestion at reception. However, you are free to submit a cheque when you submit your re-enrolment form. Please note that this does not guarantee a space in your class of choice.

Q: What if I miss the payment deadline?

A: If your booking is not paid by 6.00pm on the Friday evening of the last week of the present course it will be deleted and made available for re-sale.

Q: When do I receive my achievement badge?

A: When you are progressing to the next stage.

Q: If I miss more than 1 course of lessons do I have to be re-assessed or do I return to the class I was last in?

A: In most cases you will return to the class you left but if you feel you would prefer to be re-assessed please inform the receptionist as you leave your name on the waiting list.

Q: I am 3, 4, 5 years of age.  What class should I enrol for?

A: Age 3 & 4 - Stanley 1-2; Age 5 - Stanley 3-4

Q: Why have I not been moved up a class?

A: You must meet the agreed criteria for your present class before progressing to the next stage.

Q: Can I stay in the same class if I don’t feel I am ready to move up?

A: If the instructor recommends you progress to the next stage you must do so.  To remain in the present class and have met the necessary criteria will only restrict your future progress.

Q: Why must I pay admission fees when I have already paid for a course of lessons?

A: Admission fees are applicable to all non-members and cover the entrance fee to the Centre. We recommend Admission Memberships to all regular users of the Centre as this saves money during the course of the year.

Q: What if I am on holiday when payment is due?

A: 1: Ask a friend to make payment for you on the due dates.

    2: Telephone reception on the due dates with your Credit/Debit card details.

    3: Post a cheque made payable to The Galleon Centre for the correct amount to arrive on or before the due dates. (Don’t forget to include name, address, date of birth & class requested).

Q: What refunds are available should my child not complete the course or be unable to attend some sessions?

A: Only under very extenuating circumstances (i.e. injury or illness) and upon receipt of verification from your G.P will refunds be offered.  The reasons for this are as follows:

1: No children are allowed to join the course once it has started, bringing a new child in can create difficulties for the Instructor and more importantly for the other children in the class.

2: There is quite a substantial waiting list for lessons and, by signing up for a course then withdrawing results in another child being excluded from the course.

3: All calculations are based on courses being at full capacity to be financially viable.

However due to the very nature of Private Lessons i.e. one to one tuition, lessons cannot be cancelled or re scheduled once the block of 5 is booked and paid. When the block is booked, instructor hours are agreed for the 5 week duration, so any absences due to illness or short notice holidays etc cannot be refunded.

Q: What if my child is unable to settle in at lessons?

A: It is not unusual, especially amongst children attending entry level lessons for the first time for them to feel nervous, apprehensive or scared. Our teachers are used to dealing with this and will always try to encourage any child.

Q: It’s my first time at lessons and the class appears unorganised?

A: Especially in classes with youngsters at entry level, it is often the first time they have participated in a structured group activity, 30 minutes is a long time to concentrate and it can take kids and the class a couple of sessions to find its rhythm.

Q: Why has my child been asked to sit out?

A: If a child becomes disruptive during a class, a teacher may give them a “time out” for a few moments.  Lessons should be fun but misbehaviour/failure to take instruction can lead to disruption for other pupils. This is a temporary measure and is not a major issue.  If we do have any lasting concerns with regards to behaviour we will speak to parents.

Q: Does the same teacher take the same class for the full block?

A: We always strive for consistency with teachers, however like any other Part Time Employee, they will be entitled to periods of leave. In these circumstances we will endeavour to provide qualified cover. If for any other reason a teachers availability changes, again we will work towards providing a new teacher, however this can result in teacher changes over the short term.

Vacancies 

Unfortunately we have no vacancies at present, please check back soon.

Thank you for your submission, we will contact you when a space becomes available.

Thank you for your submission, we will contact you when a space becomes available.

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Special Event Bookings/Extended Let Bookings

A Special Event Booking is considered to be a booking outwith our normal weekly programme of events. This could be one of the following;

• A Birthday Party Booking
• Hire of a meeting room
• Hire of the Ice Rink for an Ice Hockey or Skating Competition
• Hire of the Swimming Pool for a Swimming Gala
• Or any other one off event.

An Extended Let Booking is considered to be an ongoing reservation on a regular basis, usually weekly, and could be one of the following;

• 5-a-side, Badminton, Squash, Bowling or any other activity which you wish to reserve at the same time each week

If you wish to book a Special Event or an Extended Let please click here to download the appropriate form.

For Conditions Of Hire, click here.

Upon completion, forward it to This email address is being protected from spambots. You need JavaScript enabled to view it. or by post to The Galleon Centre, 99 Titchfield Street, Kilmarnock KA1 1QY and we will respond accordingly.

The small and main swimming pool programmes consist of a variety of activities to cater for as many user groups as possible. Please note that small changes may be made to our timetable during Summer, Easter & mid-term school holidays (e.g. small pool closures due to Kids Club etc.). It is therefore advised that swimmers contact us prior to attending during school holidays.

ADVANCED BOOKING IS ADVISED DURING SCHOOL HOLIDAY SESSIONS

Swimming Pool Programme

The Galleon Centre
99 Titchfield Street
Kilmarnock
Ayrshire
Scotland
KA1 1QY

Tel: 01563 524014
Fax: 01563 572395

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Privacy Policy

The Galleon Centre Privacy Policy

The Galleon Centre will:

• Hold your data securely;

• Share only where you agree; (unless legally required to)

• Use your data to tailor the information we provide you and improve our services;

• Put you in control by allowing you to update, delete and access your data;

This policy covers how the Galleon Centre collect, use, disclose, transfer and store your data.
It will also cover how we handle customer data within the Centre and on our website.

1. What personal information will the Galleon Centre collect about me?

This privacy policy tells you:

The information we collect (personal or not)
Why we collect it
How long we store it
Our legal basis for processing your personal data
Who if anyone we disclose your personal data to
Your rights and how you can see, update or delete your personal data
To make it easy to understand what data we collect about you we have grouped this policy into how you and others get information from us/ interact with us
Our digital services. This includes our website and app.
Services we use to communicate like social media
Contact us directly, via email, phone, letter
Meeting us in person in the Centre

2. When you use our digital services

Website Analytics

We use website log files, cookies, and digital analytics (Google), to gather information about how people use our website (www.galleoncentre.com).

We do not collect or store your personal information (e.g. your name or address) in our website analytics. However, Google Analytics can recognise that behaviours belong to a single person.

Website log files collect your IP address, when you visited the site and the pages you visited. IP address is a numeric code assigned to a device based on your geographical location. If for example you are in Kilmarnock your IP address will be the same as other users accessing the internet from Kilmarnock.

Cookies are small text files which are delivered onto your computer by websites that you visit. Our use of cookies is integral to both the current visitor experience and how we shape and grow our web-based services in the future. You can read more about cookies and how to delete them by clicking here.

Digital analytics tools such as Google Analytics may be used to record anonymous user's interaction with the Galleon Centre’s website. This data may then be used to retarget users through advertising on other websites, therefore an individual's behaviour on one of our websites may result in them being retargeted with advertising related to the pages they visited or actions they took on the site.

You may opt out of our use of Analytics by visiting the Google Analytics opt-out page.

Remarketing/ Remarketing Lists for Search Ads (RSLA)

Third party vendors, including Google, use cookies to serve ads based on a user's prior visits to the Galleon Centre’s website.

We may also use Cookies to serve ads based on a user's prior visits to our website, as well as to develop remarketing lists for customised campaigns (Remarketing Lists for Search Ads).

Users may opt out of Google's use of cookies by visiting the Google advertising opt-out page. In addition, you may also opt out of third party vendor's use of cookies by visiting the Network Advertising Initiative opt out page.

App

When you download or use the Galleon Centre’s app on your mobile device, information may be accessed from or stored to your device. Most often this is used in a similar way to a web browser cookie, such as by enabling the app to 'remember' you or provide you with the content you have requested.

Your web browser or device may also provide the Galleon Centre with information about your device, such as a device identifier or IP address. Device identifiers may be collected automatically.

When you sign in to the Galleon Centre app, your sign-in details may be stored securely on the device you are using, so you can access the Galleon Centre app again on the same device without needing to enter your sign-in details again.

If you have any concerns about the information which might be accessed from or stored on your device by the Galleon Centre, you may wish to only access the Galleon Centre content through a web browser and review your web browser settings.

3. When you provide personal data

Complaints

When you make a complaint to us, you can do so via an online form, email, telephone, letter or in the Centre.

The personal data you provide will only be used to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.

By giving us your personal data you consent to us processing it. We retain personal data obtained from complaints for a maximum of five years and then confidentially destroy it.

Information Requests

Occasionally you can request information by post. Eg Timetables, price lists, brochures In order to do this, we need your name and postal address and the information requested. Our legal basis for processing is contract and we will retain it for two months after the request.

If you consent to future marketing we will continue to process your data on that basis. We store this in a secure database for five years after your last communication with us, unless you withdraw consent. If you withdraw consent it will be deleted within a month.

Offering us feedback (unprompted)

You do not need to include your name or contact details in order to provide us with general feedback or information about the Centre or any technical problems relating to the website. You will however need to include an email address if you want us to reply to you. For some enquiries, contact details will be required.

We will only use any personal information provided to deal with your feedback and will not share it with other organisations. This data is stored for a maximum of six months after we respond to your feedback, in case you ask for more detail or have other feedback you'd like to make.

We reserve, however the right to use non-personal information for business, research and marketing purposes.

4. When you use other services (like Facebook) to interact with us

When you use a social media platform, details about how your personal information is held, is described within the relevant social media policy, such as Facebook or Twitter.  

5. When you contact us directly

When you phone us

We do not collect caller line identification information when you call us. We will only collect personal information that you consent to provide to us in order to deliver a service.

When you email us

When you contact us via email, we will retain your email and our response to it for as long as the business issue remains. After this, the information will be confidentially destroyed.

When you write to us

When you contact us via post, we will retain your letter/postal address/personal information and our response to it for as long as the business issue remains. After this, the information will be confidentially destroyed.

6. When we meet in person

We will collect personal information from you in the Centre which will help us to deliver a service, for example, to book activities or make a complaint. Once the business use has passed, we will destroy this data confidentially.

WiFi

To use WiFi in the Galleon Centre, you need to accept our terms and conditions. We may request your name and email address. This information will only be held only while you are using WiFi and is then deleted.

7. When we contact you

Email

We may email you regarding a contract or service or in response to a request, you have made. Your data will be stored for the purpose and time required to fulfil this.

We only send emails to you promoting the Galleon Centre where we have your consent. However, if you subscribed to regular information via email before May 2018, you have not asked us to stop and you have engaged with the content recently we will continue to contact you. The legal basis for this is legitimate interest.

We store this in a secure database for a maximum of five years after your last communication with us, unless you withdraw consent. If you withdraw consent, we will delete your data within a month.

Post

Occasionally we send information by post.

We may communicate with members via post regarding a variety of issues. Our legal basis for processing this is Legitimate Interest.

If you subscribed to regular information via post before May 2018, you haven't asked us to stop and we believe the information is in your interest we will continue to contact you. The legal basis for this is Legitimate Interest.

We store this information for a maximum of five years after consent has been withdrawn or we no longer believe it in your interest.

8. Your rights

Under the General Data Protection Regulations, you have rights as an individual which you can exercise in relation to the information we hold about you.

Read more about your individual rights on the Information Commissioner's Office website.

9. Access to personal information

The Galleon Centre tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a 'right of access' request under the General Data Protection Regulations. If we do hold information about you we will:

Give you a description of it;

Tell you why we are holding it;

Tell you who it could be disclosed to; and

Let you have a copy of the information in an intelligible form.

10. Links to other websites

This privacy policy does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

11. Changes to this privacy policy

We keep our privacy notice under regular review. This privacy notice was last updated on 25^th May 2018.

Since this policy is under regular review, you may wish to check it each time you submit personal information. If you do not agree to these changes, please do not continue to use the Galleon Centre’s website to submit personal information. If material changes are made to the Privacy Policy, for instance affecting how we would like to use your personal information, we will provide a more prominent notice.

You can access this policy at any time through the link at the bottom of our website.

12. How to contact us

The Galleon Centre tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

This privacy notice was drafted to re-assure Galleon Centre customers of our intention to comply with legislation and respect their privacy. It does not provide exhaustive detail of all use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

Email us This email address is being protected from spambots. You need JavaScript enabled to view it.

Telephone: 01563 524014

Or write to:

The Galleon Centre

99Titchfield Street

Kilmarnock

KA1 1QY

Cookie Policy

The Galleon Centre uses cookies to enhance your experience on our website. By using our website you consent to our use of cookies. Please read our new privacy and cookies statement for more information.