Governance & Legal

Complaints Procedure

How to raise a concern and what to expect from our complaints process.

Last reviewed: March — Policies are reviewed annually or sooner where operational or legislative changes require.

1 Informal resolution

We encourage concerns to be raised with Centre management during or immediately after a stay wherever possible.

Many issues can be resolved quickly through early discussion with Centre staff.

2 Formal complaint process

If a concern cannot be resolved informally, a formal complaint may be submitted in writing via the contact page.

We will acknowledge receipt within 5 working days.
We will normally provide a full response within 20 working days. If we need more time, we will explain why and provide an updated timeframe.

3 Escalation

If the matter remains unresolved, it will be escalated in line with Centre governance arrangements (to the Trustees).

Where appropriate, we will cooperate with affiliated bodies or statutory agencies.

4 Record keeping and improvement

Complaints and outcomes are recorded and reviewed to support continuous improvement of services, standards and guest experience.

Compliance framework

Safety & Policies

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