At Active Humber, we aim to provide a high-quality service, but we understand that sometimes things don’t go as planned. If you're unhappy with our service, we want to fix the issue quickly and learn from it to improve in the future.
You can make a complaint if you feel that Active Humber has:
Not done something we promised
Not done something we should have
Treated you unfairly or unprofessionally
Acted rudely or disrespectfully
Failed to follow an agreed course of action
Not responded within a reasonable time
Making a complaint
Before making a formal complaint, we recommend speaking to the person involved (or their manager) to explain:
What the problem is
How it happened
How it has affected you
What you would like us to do to fix it
Many issues can be quickly resolved this way.
How to make a formal complaint
If you have been unable to resolve your complaint informally at the point of service, it will help if you put your complaint in writing, explaining what we have done wrong and what you think we could do to put it right.
You can make a formal complaint.
By writing a letter and or email.
By using the complaints form (at the bottom of the page)
When we receive your complaint:
We will acknowledge it within 10 days (if you request confirmation).
If we can’t provide a full response within 10 days, we’ll let you know when to expect one.
Our Chief Executive is responsible for handling complaints.
Send complaints to:
David Gent - Chief Executive Officer
Address: Active Humber, Aura Innovation Centre, Bridgehead Business Park, Meadow Road, Hessle, HU13 0GD
Phone: 01482 244 344
Email: dgent@activehumber.co.uk or info@activehumber.co.uk
If You’re Still Unhappy
If you're not satisfied with our response, you can escalate your complaint by contacting the Chair of the Board:
Email: info@activehumber.co.uk
Chair of the Board: Richard Smith
Independent Review Panel
If you’re still not happy with the outcome, you can request an independent review panel to look into your complaint. The panel includes:
Two Board Members
One independent person
If your complaint goes to a panel, we will:
Inform you of the meeting date
Allow you to attend and share your concerns
Send you a written decision within 10 working days
Your Privacy
We will handle your complaint in line with data protection laws.
To complete your complaint please use our online form below:
Need Help?
If you require a large print form or cannot email or print your complaint, please call 01482 244 344 for assistance.
Your feedback helps us improve, and we appreciate you sharing your concerns so we can provide better service for everyone.
