COMMUNICATING WITH OUR CUSTOMERS

As someone who uses our services, we welcome your comments and suggestions. Customer comment forms are provided for this purpose at various locations throughout the building and we would like to hear from you. We care about meeting your needs and with your help, we can continue to strive for improvement.

HOW TO MAKE A COMPLAINT WHEN THINGS GO WRONG

At the Welsh Institute of Sport we take pride in the services we provide. However, from time to time, problems do occur. When this happens, we aim to provide a full explanation and a swift and effective remedy.

If, after discussing your complaint with a member of staff, you still feel dissatisfied procedures are in place to formalise the process, and this is detailed as follows:-

STEP 1

Make a formal complaint

(a) In person at the reception desk

(b) By completing a customer comment form. This can be handed in at reception or can be posted to the Manager, Welsh Institute of Sport, Sophia Gardens, Cardiff, CF11 9SW.

(c) Contact the head of section responsible for handling your complaint.(see contact list at the back of this leaflet)

1.1 You will need to give the following details: name, address,           daytime telephone number and details of the complaint itself.

1.2 Verbal Complaints

We will try to deal with verbal complaints immediately. If we cannot, your complaint will be logged and investigated by the Head of Section. You will be contacted within 10 working days with a reply.

1.3 Written Complaints

Your complaints will be acknowledged within 2 working days. The complaint will be logged and investigated. You will receive either a written reply, or will be contacted direct by the investigating officer within 10 working days.

1.4 If the complaint involves further investigation we will keep you informed of the progress.

STEP 2

2.1 If you are not satisfied with the reply given in step 1 you should write to:-

The Manager, The Welsh Institute of Sport, Sophia Gardens, Cardiff, CF11 9SW

2.2 The Manager will

• Deal personally with your complaint

• Acknowledge your letter on the day it is received

• Carry out a full investigation

• Keep you informed of the progress being made

• Ensure you receive a written reply within 10 working days

STEP 3

3.1 If you remain dissatisfied after step 2, you may refer your complaint to the Chief Executive at the Sports Council for Wales.

3.2 In exceptional cases, the Chief Executive will invite you (or your nominated representative) to attend a formal meeting to present your case and help in the investigation. You will be given at least two weeks notice of the meeting.

3.3 You will receive a written report of the Chief Executive’s findings.

3.4 To contact the Chief Executive of the Sports Council for Wales, please write to:-

Chief Executive, The Sports Council for Wales, Sophia Gardens, Cardiff, CF11 9SW

3.5 You will need to provide full details of the complaint.

STEP 4

4.1 If you are still unhappy you can write to the Public Services Ombudsman for Wales, 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ. www.ombudsman-wales.org.

The Public Services Ombudsman for Wales will only normally investigate complaints that you have already been in contact with the Institute about. It may be helpful to enclose the answer you have received from the Chief Executive of the Sports Council for Wales.

We keep our complaints procedure constantly under review, and if you feel this can be improved in any way, please let us know. If you have any queries about out customer service charter, or if you feel any of the  specific performance standards are not being met, please do not hesitate to contact us.

CONTACTS

Manager 029 2033 8312

Catering and Residential Services 029 2033 8222

Operations 029 2033 8302

Maintenance 029 2033 8314

Customer Services 029 2033 8230

The Welsh Institute of Sport operates a Welsh Language Scheme and welcomes correspondence and communications through the medium of Welsh.