Complaints Policy
We always aim to act in the most ethical way and to deliver what we promise to our participants, partners and supporters but we recognise that we may not always get it 100% right. Our complaints policy contains everything you need to know in the event that you are not happy with anything we have done.
Rackets Cubed – Complaints Procedure
RACKETS CUBED aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right, please let us know.
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with Rackets Cubed.
If you are unhappy about anything about our programmes, services or team, please speak to one of our team or email feedback@racketscubed.com
Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days.
Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive at our address below. (If your complaint is about the Chief Executive), please write to the Chairman.)
All written complaints will be logged. You will receive a written acknowledgement within three working days.
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.
Rackets Cubed is a UK registered Charity; Number 1170744
Our registered address is: 17 Castello Avenue, London SW15 6EA and you can use this address for written complaints. You may email complaints to contact@racketscubed.com
Policy Last Updated 19 January 2022