Feedback and complaints

Sport and Active Life aims to ensure that all our students have the opportunity to benefit from their studies and other opportunities offered by the University, along with a good, usable, safe and courteous service at all times. We welcome feedback on how we are doing and understand that occasionally something can go wrong or you may not be satisfied with an aspect of your experience. Where this is the case we would encourage you to let us know as soon as possible, so we can try to put it right for you and other students, by following the process below.

Feedback

We welcome member's views and opinions of all types as they show us where we are doing something well or help us to identify where we might improve. If you would like to provide feedback on the service you have received from Sport and Active Life, please feel free to get in touch by speaking to a member of our team, via email or our anonymous online form, or by filling out a comments card at either the Danielle Brown Sport Centre or the Roger Bettles Sport Centre.

Please note we will be unable to respond to anonymous feedback.

Informal resolution

We treat something as a complaint if you tell us that you are not satisfied with the standard of service we provide or with something we have done or not done. We will listen to your concerns and try to resolve these in a straightforward, reasonable and prompt way. If you would like to raise an informal complaint please contact memberships@le.ac.uk.

We commit to:

• Taking all complaints seriously
• Dealing with all complaints in confidence
• 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.

Formal complaints

If you are a student member, and are dissatisfied with any resolution(s) found from the preceding informal attempts, you are encouraged to use the University's student complaints procedure.