Complaints Procedure

Midlothian Play Base is committed to providing a high-quality service to all its Members and Visitors to our Resource Centre.  When something goes wrong, we need you to tell us about it.  One of the ways in which we can continue to improve our service is by listening and responding to the views of our members.

Therefore we aim to ensure that:

1. We treat as a complaint any clear expression of dissatisfaction with our service which calls for a response;
2. We treat it seriously whether it is made in person, by telephone, by letter, by fax, or by e-mail;
3. We deal with it promptly, politely and, where appropriate, informally (for example, by telephone);
4. We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken, etc.
5. We learn from complaints and use them to improve our service.

How do you make a complaint?

1. You can make a complaint in writing, by fax, by e-mail, by telephone or in person (by appointment please so that you deal with the appropriate person). If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address.
2. Please address your complaint in the first instance to either the Project Manager or Chairperson of Midlothian PlayBase:

 
What happens next?

1. We will reply within 3 working days from when we receive your complaint. If it is not possible to give you a full reply within this time – for instance, because a detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint. A full reply will be sent within 10 working days.
2. That full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the Chair of the Management Committee.
3. If, following that second response, you are still not satisfied, you can ask for your complaint to be referred to the full Management Committee at their next scheduled meeting.

Version – RP0319