This procedure is in place so that you can alert the Board of Directors to times or situations where the Club may have let you down.  This procedure provides welcome feedback to help improve services for our members.

The informal approach
One of the main reasons why people become unhappy is that they feel nobody is listening to them. Often problems can be resolved by explaining the situation to someone and discussing ways forward. We call this the informal approach.

Who can I talk to?
This may depend on what the complaint is about. Should you have a general complaint you can approach any Board Member at the Club or via the Clubs email address which is monitored by the Board Members only and is confidential. However, if your complaint is more specific, you could approach one of these people:

• Junior tennis – Deri Williams, Junior Development Officer, often found at the Club Saturday mornings.
• Senior tennis – Jon Dyer Men's Team Tennis Captain and Jane Lewis Ladies Team Tennis Captain.
• Safeguarding – Ann Powell, Welfare & Safeguarding Officer and General Club Secretary, often found at the Club Saturday mornings.
• Membership – Andrew Jones, Membership Secretary, often found at the Club Saturday mornings and Thursday evenings.
• General – Richard Jones, Club Chairperson, often found at the Club Saturday mornings and Thursday evenings.

The formal approach
If you have tried the informal approach and still aren’t happy, or believe that may not be the best approach for your complaint, you may initiate the formal approach. You can do this in one of two ways:

1. Email the Board. This mailbox is monitored by members of the Board only, so your complaint will remain confidential.
2. By post at  Allt-Yr-Yn LTC, 22 Allt-Yr-Yn Road, Newport, NP20 5EA.

Upon receipt of a formal complaint, an initial investigation of the complaint will be undertaken and a full update sent to you within 14 days of receipt. It may be necessary of the Board of Directors to meet to discuss your complaint and formal plan of action; this will be done as soon as possible following receipt of the complaint. Where this is not possible (e.g., busy holiday period) the Board of Directors commit to providing an update in the meantime.

I’m still not satisfied. What’s the next step?
If you’re not happy with the outcome, you can contact either Tennis Wales or the LTA: 

• tenniswales@tenniswales.org.uk
• www.lta.org.uk/about-us/contact-us/

Learning from complaints
At the earliest opportunity after the closure of the complaint, the Board of Directors will meet in-full to understand the findings of any investigation that took place and implement requisite recommendations made.