Complaints policy

Introduction

We would appreciate knowing what you think of us... We always like to know if we can do things better or if you’d just like us to keep up the good work (we’ll be jumping with joy!)

If you are dissatisfied with any services that 1610 provide, please contact us and we will do what we can to improve the situation. When complaining please tell us:

Your full name
As much as you can about the complaint (such as date, time, and centre etc.)
What has gone wrong
How you would like 1610 to resolve the complaint

It is usually easier for 1610 to resolve complaints if these are made quickly.

Normally, you must complain within 3 months but no longer than 6 months after the event itself. In exceptional circumstances, and at the discretion of 1610, we may be able to accept a complaint after this time. If you feel that the above time limits should not apply to your situation, please let us know why.

Phase 1

If you are unhappy with any part of your visit while at one of our centres or the service you received from one of our delivery teams, you can speak directly to one of the team members, if you wish to speak to a supervisor or manager you may ask to speak to a Senior Activity Leader, Duty Manager or Business Manager. If you wish to address the complaint in writing you can use the contact us page on the 1610 website. We will acknowledge your email within 5 working days.

Phase 2

If you are not satisfied with the response from the Senior Activity Leader, Duty Manager or Business Manager, you can escalate the complaint to the General Manager, who will respond within 5 working days.

To obtain the contact details of the General Manager you may use the contact us page on the 1610 website.

Phase 3

If you are still not completely satisfied by the response you receive there is a final escalation phase. You can write to the Head of Department at 1610 Head Offices, these can be sent by email to info@1610.org.uk. The Head of Department will acknowledge your email within 5 working days.

If you wish to send your complaint by post you may send it to 1610 Limited, Trinity Sports & Leisure, Chilton Street, Bridgwater, TA6 3JA.