Complaints Procedure

Our Aim
DS&L (Debenham Sports & Leisure) is committed to providing a high quality service and working in an open and accountable way that builds trust and respect.

We will ensure that :

• making a complaint is as easy as possible
• we treat a complaint as a clear expression of dissatisfaction with our service
• all complaints are dealt with promptly, politely and, when appropriate, confidentially
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken if appropriate.
• we learn from justified complaints, use them to improve our service, and review annually our complaints policy and procedures.

Clients may not wish to raise a formal complaint and instead may wish to raise an informal concern
If this is the case we aim to:

• resolve informal concerns quickly
• keep matters low-key
• where appropriate enable mediation between the complainant and the individual to whom the complaint has been referred.

What DS&L will do
We will

• acknowledge a formal complaint in writing, usually by e-mail and within 24 hours (weekdays only) of the complaint being received
• deal reasonably, sensitively and, where appropriate, confidentially with the complaint; and
• take action where appropriate
• Following investigation, the person making the complaint will receive a final response within three weeks of the complaint being received. If this timescale cannot be achieved this will be explained in writing
• informal concerns will be dealt with reasonably, sensitively and, where appropriate, confidentially. This will be carried out in a timely fashion in accordance with our internal policy, however there will be no formal records other than an internal note that an informal concern was raised, the name of the person who raised this and it will be noted that the matter has been resolved.

We do not respond to anonymous complaints or concerns

Confidentiality
With the exception of extraordinary circumstances, every attempt will be made to ensure that both the complainant and DS&L maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality, with each complaint judged on its own merits. Should this be the case, the situation will be explained to the complainant.

How to Complain
If you wish to raise a Complaint or an Informal Concern you may do so in one of the following ways:

• verbally to one of our Management team – see website
• by telephone on the following number 01728 861101 • by email at the following address [email protected]. Please note that this address is confidential to our Senior Management Team only.
• in writing to the following address:
The Management Team
Debenham Sports and Leisure,
Gracechurch Street,
Debenham
Suffolk
IP14 6BL

Comments & Compliments

DS&L is delighted to receive constructive feedback, helpful suggestions and, of course, compliments. Please do contact us regarding this in one of the following ways

• verbally to one of our Management team – see website
• by telephone on the following number 01728 861101 • by email at the following address [email protected]. Please note that this address is confidential to our Senior Management Team only.
• in writing to the following address
The Management Team
Debenham Sports and Leisure,
Gracechurch Street,
Debenham
Suffolk
IP14 6BL

We will endeavour to use your comments and feedback in positive ways. Any compliments will be passed directly to the member of staff involved and, if appropriate, may be used as part of their staff appraisals.