Complaints Procedure

1.1.Own the Pitch is committed to providing excellent levels of service and are constantly striving to meet the expectations of customers, and welcome feedback where services can be improved or where expectations have not been met.

1.2.A copy of this complaints procedure will be provided to customers upon request, or whenever they make a complaint.

1.3.Issues of concern can usually be resolved by discussing the matter with a member of the team using the email address which is provided at the time of registration and which is available on the website. A database record will be completed at the time of the contact, detailing your contact details, which team member dealt with the issue, the nature of the complaint and how the complaint was resolved.

1.4.However, we recognise that sometimes it may not be appropriate to contact us in this way, or you may feel your concerns have not been properly addressed internally after talking to the team. Where this is the case, we actively encourage our customers to use our Complaints Procedure so that issues and concerns can be raised with management and addressed appropriately. This document explains how the Complaints Procedure works, what you need to do and what you can expect.

1.5.There are two levels – Complaints Co-ordinator and Lead Contact for Own the Pitch.

2.1.If Own the Pitch haven’t reasonably met your expectations or you wish to make a complaint relating to services you should write or e-mail in the first instance to the Complaints Co-ordinator: Gavin Desi.

2.2.Please put in the subject line ‘FAO: Complaints Co-ordinator’ to ensure the email is picked up and dealt with accordingly.

2.3.Please include all relevant details such as nature of complaint, date, people contacted and the other circumstances relating to your complaint. This helps to quickly and fully understand the nature of the complaint and begin investigations. Once the Complaints Co-ordinator acknowledges receipt of your letter or email in writing within 48 hours, they will also provide a copy of this complaints policy. You can normally expect a full written response within 10 working days of this acknowledgement. Their aim is to resolve the complaint to your complete satisfaction at this level.

3.1.If, after receiving our response at the 1st level you feel that your concerns have not been fully addressed you can ask for your complaint to be referred to the lead contact in relation to the services provided. Please contact Nick Townend. You can normally expect a full written response to your complaint within 10 working days of acknowledgement of the complaint reaching the 2nd level.

3.2.It may be necessary for additional information to be sought from an external source. When this is necessary, it may not be possible to respond to your complaint within 10 working days and the Lead contact of Own the Pitch will contact you again. They will explain the reasons for asking for a time extension and seek your approval.

3.3.Own the Pitch understand the need for ADR provisions to be in place and therefore intend to contract with IBAS.