Customer Complaints
Our Commitment
- Finesse Leisure Partnership is committed to providing high quality, value for money services.
- If something goes wrong we want to know about it.
- We will investigate any complaints quickly and effectively.
- If we have made a mistake we will put it right and takes steps to prevent it happening again.
What can I complain about?
- If we have failed to do something we should have.
- If we have done something badly.
- If we have treated you unfairly or discourteously.
How to complain
- Speak to a member of our team.
- Complete a "Points of View" customer comments card.
- Write a letter to the appropriate Manager.
- Send your complaint by e-mail via our website by clicking here
What happens when I complain?
- You will receive an acknowledgement within 3 working days.
- You will receive a response within 10 working days.
- We will aim to resolve your complaint within this time. If this is not possible you will be advised as to the reason for the delay and the date when you can expect the matter to be resolved.
What if I am still unhappy?
- If you are not satisfied with the outcome you can write to the Managing Director of Finesse Leisure Partnership.
- If you are still unhappy after receiving a reply from the Managing Director then you can write to the Chief Community and Environmental Services Officer at Welwyn Hatfield Council.
If Finesse Leisure Partnership has done something wrong, we will as a minimum:
- Apologise
- Give an explanation
- Give assurance that the same thing will not happen again and/or
- Take action to put things right if this is possible/reasonable.
