our commitment to resolving your concerns
At Brio, we’re committed to delivering the best possible service to everyone in our community. We want every person who walks through our doors or engages with our services to have a great experience - but we also know we’re not perfect, and sometimes things don’t go to plan.
That’s why we encourage all our customers to let us know when something isn’t right. We’re here to help resolve your issue - and we’ll work as a team to learn from it and come back stronger.
We treat all feedback seriously and with complete confidentiality.
before you make a complaint
We love to get feedback and ideas for improvement from our users, but a service request isn't the same as a complaint - even if there's a bit of frustration in there too. Most of these frustrations can get sorted much quicker as a service request, so it's worth raising it with us first and seeing how we can help. If you haven't already, here's where to flag it.
Someone from the management team will be in touch within 5 working days with a response.
what actually counts as a complaint?
It's 'an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.'
In simple terms - something didn't go the way it should have, and it affected you or a group of you.
A few things that don't count as complaints, even if they feel like one at the time:
- Asking us to provide, improve, or fix a service
- Letting us know something's broken or out of use
- Flagging a cleanliness issue
- Reporting a problem with a booking or payment
- Asking us to reconsider a decision
- Asking for information
what’s the complaints process?
There are 2 stages to making a formal complaint. Most complaints are resolved at stage 1.
stage 1
When we have received your complaint, we’ll acknowledge this within 5 working days and a manager from the site or service will investigate it. We aim to respond to you within 10 working days from the complaint being acknowledged, we may need to get in touch with you if we need more information. If we cannot respond to you within 10 working days, we will keep you up to date with how long it will take.
We will then contact you with a decision. This will tell you about what we have found and what we have done to resolve your complaint.
stage 2
If you are not happy with what we have done at stage 1, you can progress your complaint to stage 2.
We’ll be in touch to acknowledge this within 5 working days. The complaint will be investigated by a member of Brio’s Leadership Team.
We aim to respond to you within 20 working days of the complaint being acknowledged with details of our findings and any decision.
This can be extended by a further 20 working days or more if the complaint is complex, if this is the case we will keep you up to date. The letter will tell you about what we have found and what we have done to resolve your complaint.
how do I make a complaint?
Feel free to contact us in any way that suits you. You can:
- Fill out our online contact form here.
- Email us at info@brioleisure.org
- Have a chat with a team member at any Brio site
To help us resolve your complaint as quickly as possible, we'll need:
- The site or service your complaint relates to
- The details of what happened
- Your contact details, including your email address
Local Government and Social Care Ombudsman
You can complain to the Local Government and Social Care Ombudsman at any time, however it will usually be referred to us if it has not already been through our complaints procedure. You can find out more here.
