We are committed to providing a positive, safe and enjoyable experience for everyone who visits our climbing centres or takes part in activities delivered by our employees.  We recognise that sometimes things can go wrong.  When they do, we want to know about it so we can put things right and learn from the experience.  We will always be open and transparent about how we manage complaints and will:

• Treat all complaints seriously and fairly.
• Deal with complaints politely, viewing them as constructive criticism
• Aim to resolve issues quickly and informally wherever possible.
• Provide a fair and rigorous process for complaints
• Keep information confidential and only share it with those who need to know.
• Use complaints as an opportunity to review and improve what we do.

We may, however, decline to deal with complaints received that are considered to be malicious, vexatious or considered to be a repetition of a previous complaint.

We encourage complaints to be raised as soon as possible after the issue occurs. There are several ways to do this:

1.Informal Resolution

If something goes wrong during your visit, please speak to the Duty Manager.  Most issues can be resolved quickly and informally on the spot.  If you do not know who to speak to, please ask any member of the team for guidance.

2. Formal Complaint

If you are not satisfied with the outcome or prefer to make a formal complaint: please email the Centre Director Quay Climbing Group: gavin@quayclimbingcentre.co.uk or write to Gavin c/o Quay Climbing, Haven Road, Exeter, EX2 8AX.  Please use these contact details for all formal complaints, regardless of which activity or facility you have visited.  We will acknowledge your complaint within 5 working days and aim to provide a full response within 15 working days.  If we need more time, we will let you know.

3. Escalation

If you are unhappy with the response you receive, you can request that your complaint be reviewed by a Director of the Company.  They will review the handling of your complaint and respond within 15 working days.

Our Whistleblowing Policy (contained within our Safeguarding Policy) provides further information about what to do if you wish to make a Protected Disclosure.

If your concern relates to: the safety or safeguarding of a child or adult at risk, a serious health and safety issue or misconduct or behaviour of a staff member please raise this immediately with the Duty Manager.  They will escalate to our safeguarding team who will deal with the matter urgently and in line with our Safeguarding Policy and Procedures.