Feedback and complaints

We are committed to providing a high standard of service to our athletes, coaches, service users and fans, but we are human, and there may be times when we don’t quite get it right.

If you wish to make a complaint or would like to provide us with some feedback of any kind, then we would encourage you to do so using the process and guidelines below.

Complaints and feedback guidance

It is the policy of Loughborough Lightning to take seriously all complaints received from members of the public and service users. All complaints will be reviewed and followed up by an investigation when required. Where the complainant does not wish to provide their contact details, the complaint will still be processed, and an investigation will take place where enough evidence is available to substantiate the complaint.

Loughborough Lightning is committed to providing a high standard and continually strives to meet service user expectations. From time-to-time things can go wrong or are perceived by others to have gone wrong. When this happens, we will:

  • Treat the complaint and the complainant with respect and dignity and deal with them fairly and sympathetically.
  • Deal with the complaint swiftly, thoroughly, impartially and confidentially.
  • Adopt a positive approach by using the complaint as an opportunity to take actions to improve the service we provide.
  • Provide an effective response and ensure, where appropriate, the cause of the complaint is addressed.

Any volunteer or member of the Coaching/Management staff at Loughborough Lightning may receive a comment or feedback. Any comments or feedback should be forwarded on to Amber Main (Netball Programme Manager). It is the responsibility of Amber to decide if a comment or compliment requires any further action.

Stage 1 – Local resolution

Most comments and complaints can be dealt with and resolved quickly at the initial point of contact informally. The main principle is to seek early resolution, resolving complaints at the earliest opportunity and as close to the point of service delivery as possible. Any Loughborough Lightning member of staff can deal with a complaint at this stage, but please do inform Amber of the details.

Stage 2 – Informal Complaint investigated by nominated manager

Where it has not been possible to achieve resolution under stage 1 or the complaint is more complex and requires detailed investigation, the complaint will be handled under stage 2 of the process. A stage 2 investigation aims to establish all the facts relevant to the points made in the complaint and to give the complainant a full, objective proportionate response. The complainant will at this stage be asked whether they would like the complaint to be investigated formally, as part of Loughborough Sport’s complaints procedures. If they want to make a formal complaint the complaint will be referred onto Stage 3. 

Stage 3 – Formal complaint or appeal

Complaint and investigation reviewed by an Independent Senior Manager within Loughborough Sport.

If the complainant is dissatisfied with the response given under Stage 2, they can appeal and request a review of the complaint and investigation within the Stage 3 process. At this stage the case will be reviewed by a senior manager within Loughborough Sport. 

If you require any further information in regard to this process, please contact:

Amber Main Netball Programme Manager