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Padel Sheds Group Ltd – Complaints Policy

Last Updated: 21 October 2025

Our Commitment

At Padel Sheds Group Ltd (“we”, “us”, “our”), we are committed to providing a high-quality, friendly, and enjoyable experience for all our customers. We value all feedback, and we view complaints as an opportunity to learn and improve our services. We aim to resolve any issues fairly, transparently, and efficiently.

This policy outlines how you can make a complaint and how we will handle it.

How to Make a Complaint

If you are not satisfied with any aspect of your experience at Padel Sheds, you can make a complaint in one of the following ways:

  1. In Person: Speak directly to a member of our team or the Duty Manager at our venue. We will always try to resolve the issue for you on the spot if possible.
  2. By Email: For a formal complaint, please email us at feedback@padelsheds.com. This is the most effective way for us to track and manage your complaint through to resolution.
  3. By Post: You can send a written complaint to our venue address: Padel Sheds Group Ltd, Unit 1, Matrix Court, Sovereign Way, Chester, CH1 4QX

What to Include in Your Complaint

To help us investigate and resolve your issue as quickly as possible, please provide the following information:

  • Your full name and contact details (email address and phone number).
  • The date and time the incident occurred.
  • A clear and detailed description of your complaint.
  • The names of any staff members involved, if applicable.
  • What you would like us to do to resolve your complaint.

Our Complaints Handling Process

We are committed to dealing with your complaint fairly and quickly.

Acknowledgement: We will formally acknowledge receipt of your complaint via email within three (3) working days.

Investigation: The complaint will be passed to the relevant manager, who will conduct a thorough investigation. This may involve reviewing booking information, speaking to staff members, and checking any relevant records.

Response: We aim to provide you with a full written response and proposed resolution within ten (10) working days of acknowledging your complaint. If the issue is complex and requires more time, we will contact you to explain the delay and provide a new timeline.

Resolution: Depending on the nature of the complaint, our resolution may include a formal apology, an explanation of the actions we have taken to prevent recurrence, a refund, or a gift voucher for future use.

If You Are Not Satisfied with the Outcome

If you are not satisfied with our response, you can ask for your complaint to be escalated. Please reply to our response email, and the complaint will be passed to a senior manager or company director for a final review.

We will provide you with our final written response within a further ten (10) working days.

Confidentiality

All complaints received will be dealt with confidentially and in accordance with UK GDPR and data protection laws. Your personal information will only be used for the purposes of investigating and resolving your complaint.

At Padel Sheds Group Ltd (“we”, “us”, “our”), we are committed to providing a high-quality, friendly, and enjoyable experience for all our customers. We value all feedback, and we view complaints as an opportunity to learn and improve our services. We aim to resolve any issues fairly, transparently, and efficiently.