NGCAA Limited

Complaints

Our service to you

NGCAA Limited is committed to providing a high standard of service to everyone at all times. We will:
  • Answer your letters and emails quickly and clearly
  • Answer telephone calls promptly and ensure you are dealt with courteously and professionally.
  • Provide clear and straightforward information about our services.
  • Do all that we can to make our services available to everyone.
  • Listen to comments about our services and ensure that if problems occur, steps are taken so that they don't happen again.
  • Treat you respectfully, considerately and fairly.

However, we recognise things can go wrong from time to time. You can complain to NGCAA Limited about any aspect of our service.

 

How to complain

You can make a complaint:

  • in writing
  • by email
  • by phone
  • in person

When you make a complaint, please tell us:

  • what went wrong
  • when it happened
  • who you dealt with
  • how you would like it settled

 

How we will handle your complaint

We will acknowledge your complaint within three working days, an investigation will be carried out into the issues raised and a full response will be provided within ten working days. Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.

We will:

  • Tell you the name of the person handling your complaint and how to contact them.
  • Look thoroughly into your complaint.
  • Resolve your complaint within ten working days days - we will let you know if there is likely to be a delay, explain why and tell you when we expect to resolve it.
  • Tell you whom to contact if you are still unhappy.

If we don't resolve your concerns first time and if you feel we have been unfair or unreasonable in addressing your concerns, you can ask for your complaint to be referred to our Customer Service Manager for further review.

If we uphold your complaint, we will apologise, explain what went wrong and how we will prevent it from happening again.

We will always respect your right to confidentiality and not treat you any differently for complaining.


Email: Complaints

Telephone: 01886 812943

Post: NGCAA Limited
The Threshing Barn
Homme Castle Barns
Shelsley Walsh
Worcestershire
WR6 6RR

NGCAA - Legal advice and administrative support to member golf clubs