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Comments and complaints procedure - South Lanarkshire Leisure - introduction

Complaints

We welcome your views and comments on any of our services so please use this online form or contact us by letter, phone, email or fax.

We use the information from your complaints to try to improve our services and prevent the same problems happening again. You can complain:

• in person at any South Lanarkshire Leisure office or facility
• by phoning any South Lanarkshire Leisure office or facility
• by email
• in writing
• by submitting details online

If you would like help to write down your complaint, call in at any leisure facility or office or any council Q and A office where staff will be happy to assist you.

Comments

We welcome your views and comments on any of our services so please contact us either by using this form or by letter, phone, email or fax.

South Lanarkshire Leisure Limited
Freepost SCO 7002
Hamilton
ML3 6BR

Phone 01698 476101
Fax 01698 476198
Email customer.services@southlanarkshireleisure.co.uk

We will contact within 10 days to tell you we have received your comment.

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, you can ask the board of directors to investigate. The board can be contacted via the company secretary at:

South Lanarkshire Leisure, Floor 1, North Stand, Cadzow Avenue, Hamilton ML3 0LX
Phone 01698 476101

Equal opportunities

South Lanarkshire Leisure is committed to equal opportunities and tackling all forms of discrimination. If you believe you have been treated less favorably 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 phone: 01355 237731.

For a copy in large print, braille or on tape please phone: 01355 237731.

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