Complaints

We are committed to providing high quality customers services. If something goes wrong or you are dissatisfied with our services, we want to know. We value complaints and use information from to help us improve our services.

Who can complain?
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.

How do I complain?
You can complain in person at any of our centres, by phone (contact no 0300 300 0250, select centre and ask to speak to manager), in writing, email or via our website. When complaining, tell us:

• Your full name and address
• Which centre your complaint is about
• What has gone wrong and as much as you can about the complaint.
• How you want us to resolve the matter

It is usually easier for us to resolve complaints if you make them quickly and directly to the centre concerned. So please talk to a member of staff at the centre you are complaining about. They can then try to resolve any problems on the spot.

What happens once I have complained?
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages –

Stage one – frontline resolution

• We aim to resolve complaints quickly. This could mean an on the spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. We will give you our decision in five working days or less, unless there are exceptional circumstances.
• If we can’t resolve your complaint at this stage, we’ll explain why and tell you what you can do next. We might suggest you take your complaint to stage two.

Stage two: investigation
Stage two deals with two types of complaint: those that have not been resolved at stage one and those that are complex and need detailed investigation. When using stage two we will:

• Acknowledge receipt of your complaint within three working days
• Discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
• Give a full response to the complaint as soon as possible and within 20 working days
• If our investigation will take longer than 20 working days, we will tell you. We’ll agree revised time limits with you and keep you updated on progress.

For further information on our complaints click here. 

 Data Protection Act 1998

We will use the information you give on this form to deal with your comments. We may need to check the information you have given with other parties. We will not give the information to anyone else unless we are allowed to by law

You may also submit your complaint in writing be sending your letter to-

Customer Service Officer
Lagoon Leisure Centre
11 Christie Street
Paisley
PA1 1NB