Policies
Complaints and Disputes Policy
Last Updated: 17 Oct 2024
Our aim is to provide high quality experiences, products, and services for all our customers. We appreciate that sometimes things do not go right or meet our high expectations and that this can affect your experience.
We take pride in valuing our customers and their feedback and resolving any shortfalls in the experience. Should you have experienced an issue or have a complaint please get in touch.
Horwich Leisure Centre (part of Bolton Community Leisure) is managed by Serco Leisure Operating Limited under the MORE brand. We manage leisure centres and venues on behalf of local authorities, councils, and non-departmental government bodies.
Here and now is better: Speak to one of the team
The sooner we are aware of anything impacting your experience, the quicker we can act to resolve it so you can get back to enjoying yourself. Our teams at our centres will take the time to listen to you and aim where possible to resolve the matter there and then.
Get in touch: You can contact us online
Please Contact Us via the 'Contact Us' page on this website. Select ‘Complaint’ in the drop down of 'What’s your enquiry about' and select the relevant option in the drop down of ‘Anything in particular’.
Please ensure you provide your contact details and a much information and detail as possible including the date and time you experienced an issue.
What we will do:
To ensure the matter is fully resolved to satisfaction we have put the following procedure in place.
We aim to acknowledge all complaints within a period of 3 days and to reach an agreed resolution within 10 days.
Please note that we take any impact to you and your experience very seriously. Based on the nature and complexity of issue raised we may need to conduct a thorough investigation to reach a conclusion and resolution, therefore this timescale may be exceeded.
Stage 1: Our Team
We empower our teams to act on any complaint or customer dissatisfaction. The team member that has initially had the communication with you will seek to find a resolution.
Stage 2: Centre Management Team
Based on the information you have provided the team member may be required to pass this to a member of the centre management team. They will discuss the complaint with you and seek to resolve the matter.
Stage 3: Contract Manager
Our Contract managers are senior Managers and in the instance that we have not be able to resolve the complaint at centre level your complaint will be escalated for their attention.
They will review any measures that have been taken to date, investigate and consult with you to reach a satisfactory resolution.
Stage 4: Director
If once the Contract Manager has provided a response, you dispute the outcome this will be referred to Director level.
Initially at this stage the Regional Director will review the case. Should there be any dissatisfaction with the response from the Regional Director this will then escalated to the Director of Leisure. If we are still at a point of dispute, the Managing Director will review the matter and will respond in writing with the final decision from the business.
We thank you in advance for bringing anything affecting your experience to our attention and appreciate your time, respect and patience with our teams whilst they work towards a resolution.