Customer Service Charter - LIVING SPORT Introduction - LIVING SPORT

Customer Service Charter

Listening to you

We welcome any constructive feedback, positive and negative, as it helps us to improve our service. To give us feedback you can phone us, email us or write to us.

We monitor customer satisfaction of the courses/activities we run using evaluation forms , and will always try to make changes where appropriate to improve the services we offer.

Equity

We follow an inclusive approach to offering sporting opportunities. We treat everybody in a fair and equitable manner; and will not tolerate any form of discrimination.

Customer service

We try to provide the best service we can, and have the following standards in place to help us achieve this:

• We aim to treat all customers with a high level of courtesy and helpfulness.
• We aim to provide clear and appropriate information on your course/activity
• We aim to answer and respond to telephone and email enquiries in a prompt and efficient manner.

Safeguarding and Protecting children

LIVING SPORT is committed to safeguarding and have adopted Child and Vulnerable Adult Protection Policy and Procedures. This policy ensures that:

• Our coached sessions are led by qualified coaches who are insured and have undergone Criminal Records Bureau (CRB) checks.
• We have undertaken risk assessments for every venue we use and every activity we run.
• Our staff are trained in safeguarding and protecting children, and are aware of the full procedures we have in place.
• We have access to a qualified First Aider and First Aid Kit.

If you have any concerns with regard to child protection please contact our Designated Child Protection Officer on 01487 841559.

Behaviour

We expect to be able to deliver our events and activities to individuals who behave responsibly. We reserve the right to exclude any participants who do not observe our policies.

 

Refunds and Cancellations

Applications for refunds should be directed to our address, and will be issued at the discretion of LIVING SPORT and are subject to an administration fee. Alternatively we may be able to offer you credit against future LIVING SPORT courses/activities or events. If LIVING SPORT are responsible for cancellation, we aim to offer reserve the right to change or alter the contents of a course and will endeavour to give you reasonable notice of any changes therein.

Contact us

LIVING SPORT

Lakeside Lodge Health Club

Fen Road

Pidley

Cambridgeshire

PE28 3DF

T: 01487 841559

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