Complaints Procedure

This procedure outlines the aims of Alive Leisure in dealing with complaints and sets out what you as the customer can expect when making a complaint regarding an Alive Leisure service.                        

Introduction

If you have a complaint about Alive Leisure we want to hear about it and will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • to deal with complaints fairly, efficiently and effectively;
  • to ensure that all complaints are handled in a consistent manner throughout;
  • to increase customer satisfaction;
  • to use complaints constructively in the planning and improvement of all services.

Who can complain?

Anyone who has:

  • received a service from Alive Leisure;
  • been a Carer for someone who has a complaint;
  • been refused a service which they think they may need.

Anonymous complaints

We understand that it might be difficult for you to complain because you are worried that your complaint could result in a poorer service to you. Please be assured that we treat all complaints against Alive Leisure in the strictest confidence, and that it is your right to complain.  If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation.

How to complain

Alive Leisure would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally.  In the first instance contact Alive Leisure and, if you feel able, speak to a member of staff or ask to speak with their manager who will try to sort the matter out.

We will always take your details but suggest that if you make contact in person or by phone that you also make a note of the name of the person you speak to.  If a solution is offered at this point it’s worth making a note of this as well.

Alternatively you can record your complaint on one of our ‘Your Opinions Count’ cards which are available at all Alive Leisure venues.  You can also record a complaint by emailing headoffice@aliveleisure.co.uk . You should receive a response to any written complaint, if required, within 10 working days.

If you are not satisfied or do not wish an informal solution you may pursue a formal complaint.

To start a formal complaint, complete the "Complaints eForm" by found here

What happens next?

You will receive acknowledgement of your complaint within 5 working days.  You may be contacted to make sure that we have understood your complaint properly.  You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt.  Any extension of this time limit requires your consent.

Does this always happen?

In all cases a complaint will be given full and fair consideration.

However, if as a result of your complaint disciplinary proceedings are taken against a member of staff, an internal procedure will apply.  You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential you will only be informed of the details or outcome of matters outside of this procedure.

If a criminal offence is alleged then the police will be informed.

Can you have someone with you when your complaint is discussed?

Yes you can.

Complaints not upheld

Where your complaint is not upheld you will receive a letter of explanation from the appropriate person or his/her representative setting out our reasons for rejecting your complaint.

Appeal to the Chief Executive

We do our best to resolve complaints but occasionally this is not possible. Should you consider that material aspects of your complaint have not been fully considered and or addressed, you can appeal against the decision to the Chief Executive of Alive Leisure at the address detailed above who will then undertake a review of the investigation of your complaint.

The appeal timescales will follow that of the formal complaint process.