Introduction

As a registered charity we strive to provide the best possible service to our customers. We recognise that sometimes things may not go according to plan, and customers may have complaints or concerns. We are committed to addressing any issues raised and resolving them promptly and fairly.

Raising a Complaint

Customers can raise a complaint or concern in the following ways:

• In person: please speak with a member of our team in person at any of our facilities.
• In writing: via any of our venues, leisure centres or head office at Bournemouth International Centre, Exeter Road, Bournemouth, BH2 5BH.
• Online: by completing the contact us form raising any issues or feedback.

Regardless of the method of complaint, we will ensure that customer concerns are recorded in writing and acknowledged within three working days of receipt.

Complaints Procedure

We aim to resolve complaints as quickly and efficiently as possible within the following timescales:

• Stage 1: Acknowledgement - We will acknowledge receipt of the complaint within three working days.
• Stage 2: Investigation - We will investigate the complaint and provide a full response within ten working days of receiving the complaint.
• Stage 3: Appeal - If the customer is not satisfied with the response received in Stage 2, they can appeal the decision. The appeal will be reviewed by a senior member of staff, and a response provided within ten working days.

Serious Incident Policy

In addition to our complaints procedure, we will also follow the Serious Incident Policy from the Charity Commission.

We recognise that some complaints may fall under the category of a serious incident, and in these cases, we will follow the Serious Incident Policy in addition to our complaints procedure.

Conclusion

We are committed to providing excellent customer service and will take all complaints and concerns seriously. By following our Customer Complaints Policy, we hope to resolve any issues promptly and effectively, while also ensuring compliance with the Charity Commission's Serious Incident Policy.