Complaints Procedure

We are committed to providing the highest level of service. However, if you are not satisfied with any aspect of our service, we encourage you to let us know so we can resolve the matter promptly and fairly.

Step 1: Raise the Issue

Please contact us as soon as possible to explain your concern. You can do this by:

Phone: 0115 981 8183

Email: admin@oarsport.co.uk

Post: Oarsport Ltd, Unit 20, Nottingham South & Wilford Ind Est, Ruddington Lane, Wilford, Nottingham, NG11 7EP

Please provide as much detail as possible, including your name, contact details, relevant dates, and a description of your complaint.

We always suggest raising your complaint by two of the above methods to ensure your complaint is successfully received. 

Step 2: Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it. We aim to investigate and respond within 10 working days. If the matter is complex and requires more time, we will let you know and keep you updated on progress.

Step 3: Investigation and Response

Your complaint will be reviewed by a relevant manager or team member not directly involved in the matter. We will ensure your concerns are fully understood and investigated thoroughly. Once the review is complete, we will provide a written response outlining our findings and any actions we will take.

Step 4: Further Action

If you are not satisfied with our response, you may request a further review. Please let us know within 14 days of receiving our initial response. A senior member of staff will carry out this final review and respond within 10 working days. 

Step 5: External Resolution (if applicable)

If you remain dissatisfied, you may have the right to refer your complaint to an external body, such as an ombudsman or regulatory authority. We will provide details of the relevant body if this applies.