Our complaints process is open and accessible and allows our customers to make a complaint by whichever method you prefer. This includes:
- In writing (e-mail or hard copy)
- Via our website
- By telephone
- In person at any Leisure centre
Our complaints procedure
There is a simple two-stage process for making a complaint about our Leisure services.
1. Local resolution
Once you have submitted your complaint, we will notify the complaints team, what you have complained about, and they will investigate internally. They are in the best position to resolve your complaint and they will aim to provide a full written response within 20 working days.
Sometimes it may take longer to respond. If this is the case, they will tell you the reason why there is a delay and when you can expect a full response. You will receive details on how to escalate your complaint to the second stage at the end of local resolution.
2. Final review
If you do not think that your complaint has been resolved after the first stage, you have the right to have it reviewed. This second stage is investigated by our management team.
You’ll need to complete a form with details such as:
- what went wrong
- when it happened
- who you dealt with
- any reference numbers you have
- how you would like the matter resolved.
We will acknowledge your complaint within 2 working days and aim to send a full response within 25 working days.
Sometimes it may take longer to respond. If this is the case, we will tell you the reason why there is a delay and when you can expect a full response.
Please click here to make a complaint: Complaints | Lambeth Council