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.
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.
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.
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.
We Value Your Feedback
Genuine feedback helps us protect our standards, improve our service and provide a better
experience for future customers.