Customer Feedback

Anyone can make a complaint to us, including representatives of someone (providing they have been given consent to) who is dissatisfied with our service.

Normally, you must make your complaint within six months of the event you want to complain about or finding out that you have a reason to complain, but no longer than 12 months after the event itself. In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why. Inverclyde Leisure will then let you know as to whether it is possible to investigate your complaint.

We regard a complaint as any expression of dissatisfaction about our action, or lack of action, or about the standard of service provided by us, or on our behalf.

You can complain about things like:

• Failure to provide a service that has been advertised
• Products and services that were provided by us but not to an appropriate standard/inadequate (e.g., poor cleaning standards or cancellation of activities without adequate notice
• Requests or queries that were not answered or actioned within the agreed timescales
• Treatment by, or attitude of, a member of staff
• Disagreement with a decision where the customer cannot use another procedure (for example an appeal) to resolve the matter
• Inverclyde Leisure’s failure to follow the appropriate administrative process
• Matters that relate to Inverclyde Leisure’s policies, but only where the complaint relates specifically to the way the matter was administered.

• There are some things you can’t raise as a complaint.
• A routine first time request for a service, for example a new fitness class or more lane swimming sessions in one of our pools these are handled as service requests, not complaints
• A request for information or an explanation of a policy or practice, these are handled as enquiries
• Requests for compensation from the Inverclyde Leisure (including matters which are in the hands of our insurers)
• Issues that are in court, or have already been heard by a court or a tribunal
• An attempt to reopen a previously concluded complaint, or to have a complaint reconsidered where we have already given our final decision. If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.