Complaints Procedure

The Company is committed to providing an efficient service for its customers. In order to achieve this, the Company keeps up to date with technology and employs well trained, dedicated staff.

Unfortunately there may be occasions where we will fall below our own high standards and we recognise the
concern this can cause and have implemented a procedure designed to minimise the inconvenience to our
customers.

It is the policy of the Company that all customer complaints are taken seriously and are dealt with in a uniform way and that the customer receives a first acknowledgement from the recipient of the complaint within two working days. A proposed resolution to the complaint should be issued to the customer within ten working days. If for any reason there is an unavoidable delay in issuing a response to the complaint, the customer must be informed and a new deadline issued/agreed.

All complaints will be dealt with by a designated person so that the individual raising the complaint has a definite point of contact. All customers can contact this designated person if they have any questions or queries or if they wish to enquire about the progress of the complaint.

Should any customer be dissatisfied with the handling of a compliant at any time, they should inform the designated person who can determine the most appropriate person to respond.

How to complain:

1) You should make your complaint to the Head Coach in the first instance. Your complaint will be fully
investigated and any outcomes or actions will be recorded and communicated to you.
2) If you are not happy with the response, or if your complaint is in relation to the Head Coach, please write to
Scott Rimmer, Director who will raise your complaint and act on it immediately.
3) If your complaint relates to the online booking process or the level of customer service received, please
contact UC office & administration team.
4) If your complaint relates to the company ownership, Directors, contact can be made with Ofsted and Football Association. Our holiday club settings and clubs are regulated by Ofsted and our team are fully compliant with the FA.

We will aim to respond to your complaint within 7 days detailing what action is being taken or with an explanation
/ resolution to your complaint.