Action Adventure Holidays Ltd Complaints Procedure
The Action Adventure Holidays Ltd complaints procedure is specifically designed to check that correct procedures and policies have been followed in delivering the service you were advised or were entitled to.

Action Adventure Holidays Ltd (AAHLtd) has established its complaints procedure to ensure that customers may have a complaint dealt with efficiently and effectively by the Directors and Staff of AAHLtd. If at the conclusion of the complaints process customers of AAHLtd are still unhappy, they can refer their complaint to the Local Social Services who may investigate the complaint further on their behalf.

Step by step guide to having your complaint confidentially investigated.

1. You may lodge your complaint in any of the following ways:

• Face to Face initially with the Team Leader of the Child in question
• Personally to the Head Office or by telephone to 0845 603 2969
• By email to info@actionadventureholidays.co.uk
• If none of these above satisfy your concern please contact the Director directly either by phone or in writing.
• By online complaints form (to be on-line April 2008)

2. You will receive an acknowledgement that your complaint has been received.
3. You should either receive an immediate response or, if the complaint is referred for investigation, a written response will be received by complainant within 10 working days.

If you are still unhappy after receiving the response please follow Stage 2

1. Contact the Customer Service Manager (Ken Phillips) and inform him of your dissatisfaction, this may be done in writing or you may make representation to the Head Office to do this on your behalf.
2. You will receive an acknowledgement that your complaint has been received.
3. The Customer Service Manager will fully investigate the matter and may, if necessary, meet you to discuss the situation to clarify points of information.
4. You should receive a written response to your complaint within 15 working days of its receipt.

If you are still unhappy after receiving the response please follow Stage 3

1. Contact the Bassetlaw Children's Services and inform them of your dissatisfaction in writing or you may ask the Customer Service Manager to do this on your behalf.
2. The Chief Executive will acknowledge receipt of your complaint and request all relevant information and correspondence from the Customer Services Officer to enable the complaint to be investigated and the Chief Executive may invite you to meet to discuss the issue.
3. Following the meeting the Chief Executive will convey the decision of the Committee to you in writing.

If you are still unhappy please request a copy of the Local Government Procedure.