Rugby Inflatables
Complaints Procedure
We aim to provide a safe, reliable and professional service.
If something does not meet your expectations, we want to hear
about it so we can review the matter fairly.
Last reviewed: 03 October 2026
Review basis: On material change
How We Handle Complaints
Rugby Inflatables takes complaints seriously. We aim to
listen carefully, investigate concerns objectively and
communicate clearly throughout the process.
Our Aim
Wherever possible, we will try to resolve concerns quickly
and informally. More complex matters may require further
investigation before a full response can be provided.
1
Raise Your Concern
Please contact us as soon as reasonably possible
after the issue occurs.
You can contact us by email or telephone. Written
complaints are preferred because they help us
understand the details clearly and maintain an
accurate record.
2
Provide the Details
Please include as much relevant information as
possible, such as:
- Your name and contact details.
- Your booking reference, if available.
- The date and location of the hire.
- A clear description of the concern.
- Any supporting photographs or documents.
- How you would like the matter to be resolved.
3
Acknowledgement
We aim to acknowledge written complaints within
five working days.
The acknowledgement will confirm that your complaint
has been received and may request further information
where required.
4
Investigation
We will review the booking information, communications,
photographs, safety records and any other relevant
evidence.
We may contact you, the venue or other people involved
if further clarification is needed.
5
Our Response
We aim to provide a full written response within
15 working days of receiving all the
information required to investigate the complaint.
If more time is needed, we will explain the reason
and provide an updated timescale.
6
Resolution
Where a complaint is upheld, we will consider an
appropriate and proportionate response.
This may include an explanation, apology, corrective
action, process improvement or another suitable remedy
depending on the circumstances.
If You Remain Dissatisfied
If you believe we have misunderstood relevant information,
or you have additional evidence that was not considered
during our review, please let us know.
We will consider whether the matter should be reviewed
again and will explain our position where appropriate.
Once we have provided our final response, you remain free
to seek independent advice about any rights or options
available to you.
Complaints About Safety
Any immediate safety concern should be reported to us
straight away.
If equipment is in use and you believe there is an
immediate risk, stop its use where it is safe to do so
and contact Rugby Inflatables without delay.
Fair and Respectful Communication
We will treat customers fairly and respectfully throughout
the complaints process. We ask that all communication
with our team is also respectful.
Abusive, threatening or discriminatory behaviour will not
be accepted and may result in communication being limited
to writing.
Confidentiality and Records
Complaint information will be handled sensitively and
shared only where necessary to review or resolve the
matter.
Records may be retained for business, insurance, legal,
training and service-improvement purposes in line with
our privacy responsibilities.
Information about how we collect, use, store and protect
personal information can be found in our
Privacy Policy
.
Learning and Improvement
Complaints and concerns may be reviewed to identify
improvements to our customer guidance, equipment,
training, risk assessments, booking process or operating
procedures.
You can find out more about our commitment to maintaining
and improving our service in our
Quality Policy
.
We Value Your Feedback
Genuine feedback helps us protect our standards, improve
our service and provide a better experience for future
customers.