Listening fairly. Responding promptly. Learning continuously.
Listening fairly. Responding promptly. Learning continuously.
Complaints, compliments and feedback help us improve. We welcome feedback and aim to resolve concerns fairly, promptly and transparently.
Download the Complaints and Feedback Policy (PDF)Email: hello@twistfizz.co.uk
Telephone: 0208 987 8027
Online: our website contact form
In person: to any TwistFizz coach or team member
Where assistance is required, we can provide reasonable adjustments, alternative formats or support to submit a complaint.
Safeguarding concerns must be reported immediately under our Safeguarding Policy. Concerns about suspected wrongdoing, fraud, unlawful activity or serious misconduct may fall under the Whistleblowing Policy.
TwistFizz C.I.C. is committed to providing accessible, welcoming, inclusive and high-quality tennis and community sport opportunities across our venues, programmes and services. This policy explains how feedback can be provided, how complaints are handled, the response times customers can expect, escalation arrangements and how learning is used to improve our services.
This policy is available to participants, parents and carers, members, volunteers, coaches, contractors, venue users, partners and members of the public.
It covers coaching, customer service, facilities and venues, bookings and payments, communications, events and activities, accessibility and inclusion, staff or volunteer conduct, and other operational matters.
Not all feedback is a complaint. We welcome compliments about our services and people, suggestions for improvement, and general comments or requests.
Feedback may be given by email, telephone, website contact form, social media, Google review, WhatsApp Business, survey, community consultation or directly to a member of the TwistFizz team.
Please provide as much of the following as you can:
Anonymous complaints may be considered where sufficient information is available, although anonymity may limit our ability to investigate or provide an outcome.
Most concerns can be resolved by the relevant team member, programme lead or manager. When a complaint is received, it will be logged in the Customer Service Register, assigned to a case owner and acknowledged within two working days.
We aim to resolve at least 90% of complaints within five working days, and all complaints within ten working days where reasonably possible. If more time is needed, we will explain why and provide an updated timescale.
If you remain dissatisfied, you may request a senior review within 20 working days of the Stage 1 response. The reviewer will consider the original complaint, the action and findings, and any new information. A written outcome will normally be provided within ten working days.
Where relevant, we may signpost you to an appropriate external organisation, such as the relevant local authority contract manager, the Lawn Tennis Association, the Information Commissioner's Office, an alternative dispute resolution service, a regulator or a statutory agency.
Safeguarding concerns, discrimination or hate incidents, threats or violence, suspected criminal activity, significant health and safety risks, and serious misconduct may require immediate escalation and may be handled outside the standard complaints timescales.
If anyone is in immediate danger, call 999.
TwistFizz uses a Customer Service Register supported by Microsoft Lists and Power Automate. We record the date received, venue, category, case owner, response times, action, outcome and closure date so cases can be tracked through to completion.
We use a Listen, Analyse, Act, Report approach. Complaint themes and overdue actions are reviewed by management and reported to the Board as appropriate. Improvements may include service changes, training, clearer communication, facility action, policy updates or operational changes. Where appropriate, we may publish "You Said, We Did" updates.
Complaints will be handled in line with the UK GDPR, the Data Protection Act 2018 and our Privacy Notice. Information will be shared only where there is a legitimate need to investigate, resolve, safeguard or meet a legal obligation. Records will be stored securely and retained in accordance with TwistFizz retention arrangements.
We are committed to an accessible complaints process. We can provide accessible formats, language support where reasonably practicable, reasonable adjustments for disabled people, and appropriate support for children, young people and adults at risk. No person will be disadvantaged for raising a genuine concern.
| Policy owner | Board of Directors |
| Approved by | Board of Directors |
| Version | 1.0 |
| Effective date | 6 August 2026 |
| Review frequency | Annual |
| Next review | 6 August 2027 |
