Complaints Policy
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We aim to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.
The policy aims to ensure that:
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All members of the public know how to feedback to Stourwood Pool, and the process of making a complaint is simple
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All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;
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Improved customer relations are built by resolving feedback during the initial stages wherever possible
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All feedback is recorded and monitored so that we learn from feedback and take action to improve services.
The Definition of a Complaint
A complaint is “An expression of dissatisfaction regarding Stourwood Pool’s standard of service, action or lack of action”. Please note that a complaint is not “An initial request for a service to be delivered”.
Who Can Make a Complaint?
Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about Stourwood Pool.
How a Complaint Can be Made
By phone: Please call Helen on 07827 300 467 or Richard on 07766 028 831
By email: Please email Helen on helen.armstrong@silvercloudhr.co.uk
The Complaints Process
1. All complaints are addressed to the owners. A response should be made within five working days. This is regardless of how the complaint or expression of dissatisfaction is made. If an interim reply is needed, you will be given a timescale by which a full reply will be received.
2. If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response; otherwise, the case will be closed.
All complaints are treated with confidentiality in mind. Only the owners will be aware that a complaint has been received and is being dealt with.
Where the complaint extends to another user or hirer of the pool, those parties may be requested to provide information to satisfy the complaint.
Anonymous requests will be acted upon. However, it is better to provide contact details so that the complainant can be informed of the outcome.
Aggressive or Obsessive Complaints
Stourwood Pool wants to deal fairly and honestly with complainants and ensure that other users, customers and staff do not suffer detriment from persons making vexatious complaints. Stourwood Pool will write to vexatious complainants to inform them that their behaviour is considered to be unacceptable.
Equalities statement
Stourwood Pool aims to handle all complaints fairly and honestly, regardless of who makes a complaint. Stourwood Pool treats all members of the community equitably and will not show bias to any particular individual or group.
Matters that are Outside the Policy
The following matters are not included in this policy:
Complaints which are subject to legal proceedings