Customer Complaints Procedure

 At Topo Leisure Services, we are committed to delivering high-quality services and excellent customer care. However, if you feel that something has gone wrong, we want to hear from you so we can put things right and continue to improve.

We take all complaints seriously and aim to resolve them fairly, promptly, and confidentially.

 If you are dissatisfied with any aspect of our service, please get in touch with us in one of the following ways: 

1. By Email - use the contact form on our 'Get in touch' page or email info@topo-leisure.co.uk

2. By Phone - call us on 07925400775

Please provide as much detail as possible, including:

• Your name and contact details
   
• The nature of the complaint
   
• Any relevant dates, names of staff involved, or supporting documentation
   

• Acknowledgement:
  We will acknowledge your complaint within 3 working days of receipt.
   
• Investigation:
  Your complaint will be reviewed by a senior member of the team, who will investigate the matter thoroughly. This may involve speaking with staff, reviewing records, and assessing any relevant documentation.
   
• Response:
  We aim to provide a full written response within 10 working days. If more time is needed, we will keep you updated on progress and explain the reason for any delay.
   
• Resolution:
  If the complaint is upheld, we will explain what went wrong, what action we are taking to put things right, and how we will prevent a recurrence