Feedback and Complaints

We endeavour to provide a good, usable, safe and courteous service at all times. However, we do recognise there may be occasions we fall short of this. We welcome all feedback on our service and use any feedback to inform our review processes and the improvement of our service.

You can give feedback using any of the following methods:

In person: By speaking to a member of our team.
OR
Email: Sport@le.ac.uk
OR
In writing: By filling out a comments card at either the Danielle Brown Sport Centre or the Roger Bettles Sport Centre, or via post to the following addresses.

Danielle Brown Sport Centre, Entrance 1 off University Road, Leicester, LE1 7RH
Roger Bettles Sport Centre, 40 Manor Road, Oadby, Leicester, LE2 2LL

Dealing with complaints:

We commit to:

• Treating all complaints seriously.
• Dealing with all complaints in confidence.
• Acknowledging receipt of any complaints within 3-5 working days.
• Issuing a response within 10 working days where possible.
• Keeping you informed of our progress should complex cases need longer than 10 days.

Once received we will acknowledge the complaint within 5 working days, where possible by way of an email receipt

Your complaint will be passed to the appropriate member of management who will then contact you by your preferred method. Most complaints can be dealt with satisfactorily in this informal way within a short timescale. We aim to have a resolution with you within 10 working days.

If the matter is particularly complex you will be given an indication of how the matter will be taken forward, and given assurance that it is being dealt with efficiently and proactively. You will be kept informed of its progress.

Should you deem the resolution to be unsatisfactory it will be escalated to a member of the senior management team.

If you are a student member, and are dissatisfied with any resolution(s) found from the preceding informal attempts, you are encouraged to visit https://www2.le.ac.uk/offices/sas2/regulations/appeals-complaints/complaints.

Please note we will be unable to respond to anonymous feedback

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