We welcome your views and comments on any of the services we provide. In regards to such comments please contact us by letter, telephone, email or in person.

Write to:

Aura Leisure and Libraries Limited
Aura Head Office
Deeside Leisure Centre
Chester Road West
Queensferry
Flintshire
CH5 1SA

Email: leisure.strategy@flintshire.gov.uk

Complaints

The Purpose of Aura is to benefit the community by improving quality of life through the provision of culture and leisure opportunities that improve mental health and physical well-being. We therefore strive to achieve this through our service delivery.

We take complaints about any of our services seriously, and seek to use information from complaints to improve the service and prevent repeat occurrences. You can register your complaint:

Complaints can be withdrawn at any time by letter, telephone, email or in person at your local Aura facility.

Complaints Procedure

Any complaint received will be dealt with as follows:-

Step 1

We will try to sort out any problem quickly. If we can’t deal with it straight away, we guarantee to tell you what is going on within five working days. This will either be a full response or an acknowledgement that there is a delay and to give you a date, by which you can expect to receive a full reply.

Step 2

We aim to give you a full reply in ten working days. If we are not able to keep to this timescale we will let you know the reasons why and advise you of a date by which you will receive a full reply.

Step 3

If you are still not satisfied with the outcome you can contact the Business Improvement & Performance Manager.

Step 4

If you are still unhappy with the way we have dealt with your complaint you can contact the Managing Director.