Making a Complaint to Norfolk Outdoor Adventures


Complaints Policy and Procedure

Norfolk Outdoor Adventures (NOA) is committed to effectively, efficiently, promptly and fairly handling all complaints about our services and products.

Any complaint will be treated seriously, investigated thoroughly and dealt with according to the merit of the complaint. 

The circumstances and results of any complaint investigation will be analysed thoroughly by senior management and acted on appropriately so as to improve the relevant company functions and remove any grounds for future complaints.

 

Making Complaints

Clients may make a complaint by telephone or in writing via email to:

The Lead Instructor at Norfolk Outdoor Adventures (NOA)

Phone: 07968 083334

Email:  adventure@norfolkoutdooradventures.co.uk

 

 

 

Recording and Resolution of the Complaint

NOA is notified of the complaint.

All complaints are recorded on a Client Complaint form 

NOA investigates the complaint.

Clients are notified in writing of the outcome of the complaint within 60 days from the time of receiving the complaint.

All complaint information is filed on the Complaints File

 

Dissatisfied Outcome

Should the client not be satisfied, then the client can seek arbitration by a third party acceptable to all parties to the grievance. 

If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request NOA to seek the services of a third party. 

Arbitration will be undertaken when both the NOA and the client agree on a third party. 

If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal.


 
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