Our Seriously Unhappy Policy

If you’re unhappy about something we’ve done or not done, and want to get formal about it.

Technically, we’re supposed to call this our COMPLAINTS POLICY, but we prefer to think of it as our constructive feedback policy: we think the word “complaint” implies somebody has done something wrong, when in practice we tend to find it’s more often a question of two people misunderstanding each other. Like most organisations, we like to think we provide the highest possible levels of service. Unfortunately we can’t read everybody’s mind, and so you may be one of those people who feels we have fallen short of those standards.

Before we go any further, we should just like to say that we are genuinely sorry if that is the case. We would also like to say that we take this very seriously, and want to act as fast as possible to sort the issue out.

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The quickest and fastest way to sort the issue out is to phone 01223 792200: we want to hear your views, and find that the telephone is the most effective way of getting the whole message across to us.

Alternatively, if you prefer, please send an email to IAmUnhappyAboutSomething@sportsforschools.org or, of course, you can write to the following address:

Sports for Schools, 4 The Mill, Copley Hill Business Park, Babraham, Cambridge, CB22 3GN

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to resolve most complaints a lot quicker than that, if we need to conduct a more in-depth investigation, we aim to provide you with a full response within 20 working days. If we’re unable to meet that deadline due to exceptional circumstances (we can’t think of any such circumstances off the top of our collective heads), we will of course let you know.

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In case you’re wondering: we are all real people, not some distant bureaucracy that’s going to kick an issue into the long grass. At this stage you would probably have spoken to one of our frontline team and quite likely their manager, and we expect a Director to have been notified as well.

If you are not happy with the response you receive, you should escalate your concerns to Nicola Meakin who will consider the matter in even more detail.