Customer feedback and complaints
Give us your views and help us to provide the service you want. To give us feedback about any aspect of our service, you can:
- Speak to a member of staff directly
Talk to any member of staff at the venue or call the Conference Office. If you have a problem they may be able to resolve it immediately or they will be able to refer you to someone who can help. They will also ensure that your points or comments are recorded through our centralised feedback system.
- Put it in writing
You can write or email the Conference Office at: Conference Office, Goldney Hall, Lower Clifton Hill, Clifton, Bristol, BS8 1BH or email us via email@example.com
- Telephone your comments: 0117 42 84000
How will we deal with your feedback?
If you require a response to your feedback, our Conference Office team will ensure that you receive this as soon as possible. All complaints are dealt with quickly, fairly and sympathetically. Your complaint will be investigated and you will be given an honest response.
Compliments and suggestions as well as complaints are copied to relevant staff.
All feedback will be taken seriously
Whether formal or informal we value all feedback about our service. Strictest confidence will be maintained if this is appropriate to the case.
All feedback is recorded
We record and analyse all feedback and actions required. We pass on all positive feedback.
We have a quality assurance/improvement system
Feedback is reviewed regularly in the Senior Management Team Meetings.
We are constantly reviewing the Customer Feedback and Complaints Procedure and would welcome any comments you may have on this document. Please follow the steps above to provide us with your feedback.
What happens next?
- We will acknowledge your correspondence within 7 working days
- We will send you a full response within 20 working days
If it is not possible to resolve your case within this time we will inform you of what we plan to do and when.
What you can expect
There are various outcomes depending on the nature of your feedback but here are some examples:
- thanks for taking time to give us feedback
- your positive comments will be forwarded
- an apology if we are in the wrong
- a full explanation of the situation
- the action to be taken to put things right
What if you are not satisfied with the response?
You should write to the Conference Office. Your case will be forwarded to a member of Senior Management for review.
We hope that most problems will be resolved before this action is necessary. To avoid any confusion the Customer Feedback Coordinator will act as your contact person throughout and will maintain an up to date record of your case at all times.