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.
Need to raise something?
Get it sorted
Send us the details and we will deal with it properly so everything is clear and resolved.