1. Introduction

Vision Redbridge Culture & Leisure (“Vision”) strives to offer the best possible service to all users
of our facilities and services. We therefore welcome feedback from our customers, whether it is a
compliment, comment, suggestion or complaint, as it plays a valuable part, not only in
identifying and addressing service failures, but also provides us with recognition of our successes.

2. Compliments / Comments / Suggestions

If a customer would like to pass on a compliment, comment or suggestion about our service, they
should complete one of our feedback forms or email enquiries@visionrcl.org.uk

3. Complaints Procedure

Stage 1
If a customer wishes to complain about our service or facilities, they are asked to first address the
complaint to the most senior member of staff present. He or she will try to resolve the issue
honestly, politely and as quickly as possible.
If the customer wishes to make a formal complaint, either online, by telephone or in writing, they
will receive an acknowledgement within three working days, followed by a full and clear reply
within ten working days of receipt of the complaint.

Stage 2
If the customer feels the complaint has not been resolved to their satisfaction, they should notify
us within seven working days of the date of the Stage 1 response to say that they wish to escalate
their complaint to Stage 2. It will then be passed to the relevant Vision senior manager who will
carry out a further investigation. The customer will receive a decision based on the outcome of
this investigation within 20 working days of receipt of the request to escalate to Stage 2.

If a customer makes a complaint about services provided by Vision to the London Borough of
Redbridge, this will be passed on to Vision for a response and processing under the Vision
Complaints Procedure.

What happens if the customer is not satisfied with the outcome of the Vision Complaints
Procedure?
If following completion of Stages 1 and 2 of the Complaints Procedure the customer is still not
satisfied, they should write to the Chief Executive at 3rd Floor Central Library, Clements Road,
Ilford, Essex IG1 1EA, or by email at enquiries@visionrcl.org.uk, within seven working days of
receipt of the date of the Stage 2 response. The Chief Executive will review the handling of the
complaint and advise the customer within 20 working days of receipt of the request whether or
not the management decision is upheld.

This will complete the Vision complaints process.