Commendations, Comments and Complaints Procedure
How to tell Tees Active Ltd (TAL) what you think about the service we provide.
TAL aims to offer the best possible service to our customers and partners. This means listening to your comments and answering any concerns as quickly as possible.
We are constantly seeking to improve our standards, and feedback from your visit to any of our leisure centres would be welcomed. There is a range of ways of making your views known.
When giving feedback on our service it is helpful if you can include as much relevant detail as possible and particularly it will help if you can tell us:
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What your comment is about
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The circumstances leading to it
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Who you have dealt with so far
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Any relevant datesHow the issues have affected you and
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What you would like us to do
Who to Contact
It is always beneficial if you can contact a member of staff in the first instance. We can then deal with your comments quickly and efficiently during your visit. If however you do not wish to or do not feel comfortable doing this and it is more convenient for you, you can choose any of the following ways to contact us.
1) Customer Talkback Forms
We have Customer Talkback Forms available at our Information Point situated in Reception. Once you have completed your Customer Talkback form, it can be posted in the letterbox on the Information Point or handed to a member of staff.
2) By writing to us…
The Head Office adress is: Customer Services, Tees Active Limited, Redheugh House, Thornaby Place, Thornaby, Stockton-on-Tees, TS17 6SG. If you would prefer to send your comments directly to the venue, click here for addresses.
3) By phone....
Click here for all telephone contact details
4) Emailing us…
All comments, complaints or commendations will then be passed to the most appropriate person who can efficiently deal with them. Remember to include your contact details so that we can reply should you require.
What happens to your comment?
If your comment is provided on a Customer Talkback form, letter, fax, verbally or via email that comment is then recorded on our Talkback Monitoring Form.
You will then be sent an acknowledgment within 4 working days confirming receipt and that it is being dealt with. This letter informs you of the timescales in which you should receive a full reply. We have set ourselves a maximum of 10 days to respond and issue a detailed reply. The reply will be predominantly by telephone, letter or by email.
Emailed comments, commendations or complaints will receive an acknowledgement email by the next working day and again it will identify further action being taken.
The reply is entered on to our database and is forwarded to our Director of Operations for a quality control/check along with an explanation of the action taken to deal with the specific comments.
We will always do our best to help you but we cannot always satisfy everyone’s wishes. In this situation you should receive an explanation of our decision.
Should you be dissatisfied with the outcome of your complaint then you have the opportunity to have the decision reviewed by our Managing Director. To do this you will need to state fully the reasons for your dissatisfaction and send this to Julie Knowles – Tees Active Customer Services, Redheugh House, Thornaby Place, Thornaby, Stockton on Tees, TS17 6SG. Your concerns will then be considered and a response will be sent to you advising of the outcome within 20 days of receipt of your letter.
