NCL Customer Complaints Procedure
Despite our best efforts things can go wrong and when they do we want to know so that we can put them right as soon as possible. In the unfortunate circumstance that you have a complaint, please get in touch with us straight away.
You can contact us in person, or by calling any of our centres, alternatively you can e-mail us at admin@northcountryleisure.org.uk
To register your complaint by post, please write to:
John Maude
North Country Leisure
NCL House
Hexham Business Park
Burn Lane
Hexham
Northumberland
NE46 3RU
What can you expect once you’ve registered your complaint?
At NCL we will endeavour to provide you with the most suitable response specific to your particular needs and to ensure where possible that a full resolution to your complaint is provided. We will review your complaint fully, taking into account all the points raised in your correspondence and the details held in our records.
If you email us, we will endeavour to acknowledge your complaint on receipt and aim to resolve it within 5 working days. Some complaints by their very nature however may take longer. If this is the case, we will keep you posted of how long it is expected to take to resolve.
Should you contact us by letter, we will endeavour to both acknowledge and respond to you within 5 working days.
What can you do if you’re dissatisfied with our response?
We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our reply, please tell us and let us know where you think further attention is required. We can then review your complaint, and our response, and let you know if anything else can be done.