Complaints Procedure

Higham Lane Leisure Association (HLLA) (Ambleside Community Sports Club) strives to maintain a high level of service throughout the Club, but recognises that there may be times when this is not achieved. We encourage our customers to bring such instances to our attention so that we can learn from them and continue our ethos of continual improvement.

Should you be dissatisfied with any of the club’s responsibilities from HLLA – Ambleside Sports Club and wish to complain, then please follow this procedure:

Step 1

Please contact the member of staff that you have been dealing with, as they may be able to solve your problem immediately.

Step 2

If you feel that your complaint has not been dealt with satisfactorily you should email the Club Secretary at secretary@amblesideclub.co.uk who will formally acknowledge the complaint, allocate a unique HLLA reference number, commence an independent investigation and respond to you direct with the findings within 28 days where possible. If this deadline is not achievable due to the complexity of the issue, staff absences, etc, you will be notified of any delay.

Step 3

The Charity Commission will investigate any complaint if you are not satisfied with the outcome at Step 2 of this procedure. You can contact them directly, or you can ask us to pass your complaint to the Charity Commission.

Step 3 is the final stage of the Complaints Procedure. (CharityCommision.gov.uk)