Do you want to complain or make a comment about the service we provide?
Informal action - making a suggestion, reporting a defect or recording a complaint:
We take all comments and complaints about our service seriously and we want to resolve issues on site as soon as possible. We expect our staff to be responsive to your reasonable comments so we ask that you speak to a member of staff in the first instance. In the event that the site staff cannot help you can speak to a member of our management team (see Contact information for details).
For more urgent matters you can also contact Ashley Tucker, the Sports Facilities Manager in writing :
c/o Yate Outdoor Sports Complex, Broad Lane, Yate, South Gloucestershire, BS37 7LB
Telephone: 01454 865871
Email: ashley.tucker@southglos.gov.uk
What we will do and when
If you phone or email between Monday and Friday we will respond to you within 24 hours and hopefully resolve the matter to your satisfaction there and then.
If you phone or email at the weekend we will contact you as soon as possible on the following Monday (please note that we are not open during Bank Holidays), again aiming to resolve the matter at that stage.
If you write we will respond within five working days of receiving your letter.
If you are still unhappy - formal action you can take
If you did not receive a satisfactory response from the Sports Facilities Manager and you wish to make a formal complaint you can write to:
The Chief Executive’s Office
Castle Street
Thornbury
South Gloucestershire
BS35 1HF
Or telephone:
01454 86385 / fax: 01454 863855
Alternatively you can fill in the complaints form in the 'Help us to get it right' leaflet, available on the sports centre reception.
We will acknowledge your complaint within five days of receipt and send you a full reply within 28 working days. If your complaint is justified we will:
- Apologise
- Tell you what action we have taken
- Learn from our mistakes
- If there are no grounds to take the matter further we will tell you why.
If within 28 days of receiving a response from us you are not satisfied, you can ask for your complaint to be investigated by a more senior officer. You will be given a response in 28 working days.
If within 28 days of receiving a response from us you are not satisfied, you can ask for your complaint to be heard by the council's complaints panel. This is a small group of elected councillors.
You can complain to the Local Government Ombudsman - details are available from the sports centre reception.