Feedback Policy

Your Feedback:

We welcome your feedback about our facilities and the service you have received from Denbighshire Leisure Ltd. We want to hear from our customers, and will use your comments to help us improve. Below you can find details of how to give your feedback and what happens when you contact us with compliments, suggestions or complaints.
AddressDenbighshire Leisure Ltd
8-11 Trem y Dyffryn
Colomendy Industrial Estate
Denbigh LL16 5TX
Visit UsRhyl, Prestatyn, St Asaph, Denbigh, Ruthin, Corwen and Llangollen Leisure Centres, Nova, SC2, Pavilion Theatre, 1891 Restaurant, North Wales Bowls Centre, Ruthin Craft Centre, Café R, Llangollen Pavilion, Rhyl Town Hall
@Hsirddinbych @denbighshireL

Compliments, Suggestions and Complaints:

We will always deal with feedback openly and fairly and use it to improve our service and facilities wherever possible.

Certain types of feedback may be treated as an opportunity to improve or rectify a problem (for example, if you are reporting faulty gym equipment for the first time), rather than a complaint. However, if you are not happy with our response, you are welcome to escalate the matter to a complaint.

We are also pleased to receive positive feedback and compliments when we have done a job well. Any staff who receive a compliment will be notified and their efforts recognised.

Is there a time limit for making a complaint?

It will help us to provide the correct outcome if you let us know about any concerns as soon as possible. We will only be able to investigate your concerns if you tell us about them within six months of any event / incident that you wish to complain about.

Will my complaint be confidential?

We will keep the information you provide safe and confidential and we will use it in line with the Data Protection Act 2018. The Act regulates the way we can use personal information. We may need to discuss your complaint with members of staff, but we will not discuss your complaint with, or give information to, another organisation outside of Denbighshire Leisure Ltd. and Denbighshire County Council or outside of our operating partners without your consent.”

How we deal with complaints

We will normally respond to your complaint in the same way that you contact us, but if you want us to respond in a different way please let us know.

If you are making a complaint on behalf of someone else, we may require their consent to allow us to process it.

We know that making a complaint can sometimes be difficult. If you choose not to give us your name when you complain, we will deal with your complaint in line with this policy, but we will not be able to contact you with our findings. We will deal with your complaint in an open and honest way, please see below:

Stage 1 Informal

If possible, it is best to deal with things straight away rather than try to sort them out later. If you have a concern, please tell the member of staff you’re dealing with and they will try to resolve it with you there and then.

If you feel you need to complain to someone different or a more senior member of staff, you can do so but please be aware they may need time to investigate. You will be told if this is the case and what will happen next.

We will try to resolve your complaint within 10 working days. If we require additional time we will contact you to let you know why and when we plan to respond to you.

Stage 1 Outcome

We may be able to provide a simple solution to your complaint and we will ask if you are happy to accept this.

If we find that we did something wrong which led to your complaint, we will apologise and tell you why we think this happened. We will also tell you what we plan to do now to resolve any issues and how we will stop it happening again.
If you are happy with your stage 1 response we will record your complaint as dealt with.
If you feel our response did not address part or all of your complaint, you may request an escalation to Stage 2.

*Stage 2 Formal

This step of the process requires a more detailed investigation which can take up to 20 working days. If we require additional time we will contact you to let you know why and when we plan to respond to you.

When the investigation is completed we will contact you with our findings and let you know what actions we plan to take.

* Complaints of a complex or serious nature may be considered at stage 2 from the outset.

This is the final stage of the formal Denbighshire Leisure Ltd feedback process. If you feel your complaint has not been dealt with correctly, you can contact and request your complaint is referred to the Council’s Contract Manager.     

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