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Lynnsport
Greenpark Avenue
King’s Lynn
Norfolk
PE30 2NB
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Complaints
We love hearing about what we’ve done well, but we also need to hear from you when you think things need improving or you have a complaint. There may be times when standards fall below those we aspire to achieve – we welcome all feedback and where possible will use it to shape the delivery of our services.
If you have a complaint, in the first instance please contact the relevant centre and speak to a member of staff who will be able to assist you. If you require a response, we will take your details but do suggest 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). Please remember, we will need your contact information to get in touch with you.
If you don’t feel able to speak to centre staff, or are unhappy with the response received, you can start a complaint by completing our Complaints Form.
Our Complaints Process
Anyone has the right to, and can feel safe passing on their feedback – please be assured that we will treat all complaints in the strictest of confidence.
When dealing with complaints we aim to:
- Deal with complaints fairly, efficiently and effectively
- Ensure all complaints are treated with respect and in confidence
- Acknowledge receipt of the complaint within two working days and provide a reference number
- Ensure that all complaints are handled in a consistent manner
- Respond to any complaint within 10 working days (this may be extended if further investigation is required, but we’ll always let you know if the response time has been extended, along with a response date).
- Where relevant, we will use learning to improve overall customer satisfaction and service delivery
When you make a complaint:
- We will always do our best to ensure we have understood the complaint correctly – we may make contact with you to ensure this is the cash
- You may be interviewed by the person investigating the complaint (you can have someone with you during any discussions)
- If a criminal offence is alleged, the relevant authorities will be informed (i.e. the Police)
- If, as a result of a complaint, disciplinary proceedings are taken against a member of staff, our internal procedures will apply. You will be notified that disciplinary proceedings have taken place, but as these proceedings are confidential, no details will be disclosed
- Where relevant, acknowledge, accept and apologise for fault and offer a reasonable solution
- If a complaint is not upheld, you will receive communication with an explanation setting out the reasons why
If you haven’t received a response within 10 working days, please email us or call us on 01553 818007.
We’ll always do our best to resolve complaints, but occasionally this isn’t possible. If you consider your complaint has not been fully considered and / or addressed, you can appeal against the decision to the Assistant Director of Leisure & Culture for Alive at the below address, who will then undertake a review of the investigation of your complaint:
Assistant Director of Leisure & Culture
Lynnsport
Greenpark Avenue
King’s Lynn
Norfolk
PE30 2NB
01553 818007
enquiries@alivewestnorfolk.co.uk
Head Office
Alive
Greenpark Avenue
King’s Lynn
Norfolk
PE30 2NB
01553 818001
enquiries@alivewestnorfolk.co.uk