Complaints policy  

Sportability aims to provide high quality services which meet your needs of its beneficiaries and other third parties it deals with.  We believe we achieve this aim most of the time: if at any time you feel that we are not getting it right then please let us know. 

Making a verbal complaint. 

In order to ensure that our services remain at a high and improving standard, we have a procedure 

through which you can let us know if for any reason you are not satisfied with any aspect of your dealings with the organisation. 

So, If you are not happy with Sportability  please do  tell us. 

—–If you are unhappy about any Sportability‚Äôs service, please speak to the volunteer, relevant staff 

member, manager or Chief Executive. 

—–If you are unhappy with an individual in Sportability sometimes it is best to tell him or 

her directly. But, if you feel this is difficult or inappropriate, then please speak to the Head Office or the Chief Executive. 

Often, we will be able to give you a response straight away. When the complaint raised is more complicated, we will give you an initial response within five working days of receipt of your complaint and a more detailed response to it as soon as possible thereafter. 

Making a written complaint. 

If you are not satisfied with our response to your verbal complaint or wish to raise the matter more formally, please write to the Chief Executive. (or if your complaint is about the Chief Executive then please write to the Chair.) 

All written complaints received will be logged. You will receive a written acknowledgement within three working days. 

Sportability’s aim is to investigate your complaint properly and give you a reply to it within ten working days, setting out how the issue raised by the complaint will be dealt with. If this is not possible, then an interim response will be made at or before the end of the ten-day period informing you of the action thus far taken or being considered. 

If after we have responded in full to your complaint you are not satisfied with the response made and/or action taken/to be taken then, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on what if any further steps should be taken in an effort to resolve the situation. 

Finally, please also let us know if you are happy with Sportability’s services.