Complaints process

Our complaints process

• Contact us verbally face to face, by telephone or by email. (We will not respond to comment of dissatisfaction on our social media channels).
• Your complaint will be acknowledged by email within 24 hours of receipt of your complaint.
• We’ll aim to resolve your complaint within 7 days following the day it’s received. If this is not possible, we’ll advise why and keep you informed until your complaint is resolved.
• If we can’t resolve your complaint within 7 days, we’ll keep investigating it and will be in touch as we have reached a decision.
• An outcome letter will be provided which will include the reasons for reaching the decision and the process should you wish to appeal the outcome.

How we handle your information

We’ll only use the information you share to deal with your complaint. We’ll always treat your data with respect.

You’ll need to let us know:

• Your name
• Your contact details
• If you are a regular user of the Ice Centre, if you are a Friend or Constitutional Member
• The nature of your complaint. What’s gone wrong