Everyone at The Complex is committed to serving all of our visitors and customers in accordance with the highest standards of quality customer service. This Customer Charter has been put in place in order to improve customer service, by setting out and measuring customer service levels. 

                                        

Across our full range of activities we promise to:

 

• Deal with all our visitors and customers courteously and equitably

 

• Provide prompt, accurate and full information on our programmes, services and facilities to general visitors of The Complex and to respond to substantial queries from general visitors within 20 working days 

 

• Provide an initial response to telephone queries within two working days and a full response within 20 working days

 

• Provide an initial response to correspondence, by letter or email, within seven working days and a full response within 20 working days

 

• Provide an interim reply to let you know that the matter is still receiving attention, if a definitive reply cannot be issued within 20 working days

 

• Always give a name, phone number and email address to assist you in your dealings with The Complex

 

• Provide an accessible and fair complaints and redress system

 

• Ensure that our public spaces are safe, clean and accessible

 

• Work to continually improve our service to the public

 

 

We welcome your comments as to how we might build on these commitments in the future.

 

If you are unhappy with any aspect of your visit to The Complex, please ask to speak to the General Manager. We welcome the opportunity to rectify problems immediately.

All complaints will be acknowledged as soon as possible and, in any event, will be dealt with within 20 working days.