South Lanarkshire Leisure and Culture

Complaints process

• Any complaint we receive will be treated as follows:

• Stage 1

  We will try to sort out your complaint straight away, but if we can't we will contact you within 5 working days to let you know what is being done.

• Stage 2

  If you feel unhappy with the outcome of your complaint or the way it is being dealt with, please let us know. Your complaint will be passed to a manager who will try and resolve the situation and let you know what is happening within 5 working days.

• Stage 3

  If you feel you still have a complaint, the Head of Operations will then look into the matter and contact you with a reply within 10 working days.

• Stage 4

  If you are still not satisfied after stage 3, we will refer your complaint to the General Manager, who will have the matter investigated and get back to you within 20 working days.

• Stage 5

  At the end of this process, if you feel you have been treated unfairly by South Lanarkshire Leisure and Culture, you can ask the board of directors to investigate. The board can be contacted via the company secretary at:

• South Lanarkshire Leisure and Culture, Floor 1, North Stand, Cadzow Avenue, Hamilton ML3 0LX Tel 01698 476262

Equal opportunities

• South Lanarkshire Leisure and Culture is committed to equal opportunities and tackling all forms of discrimination. If you believe you have been treated less favourably because of, for example, your race/ethnic origin, gender, age or because you have a disability, please let us know that your complaint concerns discrimination.

• This information can be made available on request, in other languages such as Chinese, Urdu, Punjabi and Hindi please telephone 01698 476202.

• For a copy in large print, braille or on tape please telephone 01698 476202.

Data protection

• Any information given will be treated as confidential and shall be accessible only within South Lanarkshire Leisure and Culture Ltd. These records will be held on file for one year.