West Dunbartonshire Leisure Trust is committed to providing the best quality services which we can afford and we aim constantly to improve those services. In all big organisations like ours, things sometimes go wrong. With your help, we aim to identify problems, to solve them quickly and efficiently and to prevent them happening again. Your views matter to us. Our Complaints Procedure below lets you tell us what you feel has gone wrong and helps us improve our services for everyone.
Anyone who receives, requests or is affected by services or activities delivered by West Dunbartonshire Leisure Trust can make a complaint.
W.D.L.T.’s definition of a complaint is:
'An expression of dissatisfaction by one or more members of the public about the W.D.L.T.’s action or lack of action, or about the standard of service provided by or on behalf of W.D.L.T.'
A complaint may relate to:
Some problems or enquiries are not complaints. Therefore you don't need to use the complaints procedure if:
If someone has done a great job or helped you out or you simply wish to thank us for something, please also let us know
Contact the Service area direct in person, a member of staff will try to sort things out for you at the time of the issue. It is easier to resolve complaints if made quickly and directly to the service area concerned. Staff will try to resolve the matter for you on the spot or if they cannot and further action is required they will let you know and pass this to an appropriate Manager.
If they are unable to resolve the matter for you or you do not feel comfortable going directly to the service area, please complete the WDLT Complaints Form. Where you have made a written complaint you will receive a written reply.
W.D.L.T.’s complaints handling procedure aims to provide a quick, simple and streamlined process for resolving complaints early and locally.
Our complaints process provides two opportunities to resolve complaints internally:
Stage 1 allows five working days or less to reply to your complaint, unless there are exceptional circumstances.
Stage 2 deals with three types of complaint: 1) those that have not have been resolved at Stage 1, 2) those where customers put their complaint in writing at stage 1 3) those that are more complex and require a detailed investigation.
If our investigation will take longer than 20 working days, a member of staff will tell you and agree revised time limits, we will keep you updated on progress where possible.
You must make any such complaint within twelve months of the problem arising. The Ombudsman also expects you to have made a formal complaint to the Leisure Trust and have received our final response.
Single-line address, no stamp required:
telephone: 0800 377 7330
Fax: 0800 377 7331
Text: 0790 049 4372
The Ombudsman is happy to receive enquiries by phone, post, email or even in person, and their complaints form can also be downloaded and submitted online via their website.