Complaint Handling Policy of Sardinia Adventures

1. About this policy

1.1. We are firmly committed to maintaining an effective complaint-handling procedure which allows all members of our outdoor adventure sports club to make a legitimate complaint and aims to handle complaints in an open, transparent, and efficient way to identify the problems and resolve issues quickly and fairly.

1.2. This policy sets out how we will handle complaints.

1.3. The purpose of this policy is to ensure that, whenever complaints arise:

a)  we can communicate clearly with all complainants and ensure their complaints are dealt with efficiently;

b)  complainants are treated impartially, in confidence and with respect and courtesy;

c)  we will always try to resolve complaints quickly, informally and at the time of the first occurrence;

d)  we can undertake a duly investigation on complaints if appropriate;

e)  we provide all complainants with a timely and appropriate response;

f)  action is taken, if necessary, in the light of the outcome of a complaint;

1.4. This policy will be reviewed periodically to ensure that it reflects our legal obligations and business needs. We reserve the right to amend it at any time.

1.5. This policy does not apply to any complaint arising out of the performance or behaviour of an individual or organisation connected with Sardinia Adventures SSD ARL in providing travel arrangements or accommodations. You are invited to raise your concerns directly with them immediately.

1.6. This policy does not cover a request under the General Data Protection Regulation ((EU) 2016/679) and any other directly applicable European Union regulation relating to privacy.

1.7. By becoming a member of Sardinia Adventures SSD ARL, you confirm that you accept this complaint handling policy and agree to comply with its terms. We recommend that you print a copy of these terms for future reference.

2. Eligibility to complain

2.1. Active members

Anyone with an active membership with our outdoor sports club is entitled to make a complaint if they are dissatisfied with the service received.

2.2. No third parties

We accept no complaints from third parties unless they are legally responsible for the complainant or unless the complainant cannot make a complaint themselves.

3. Matters to complain

Problems or concerns that may be brought to our attention under this policy could relate to:

a)  the quality and standard of an outdoor experience;

b)  the quality and standards of leaders, coaches and mountain guides;

c)  member support services available;

d)  the quality and standards of administrative processes;

e)  unfair treatment by a member of our team; and

f)  any other expression of dissatisfaction about our organisation, our staff, and anyone else acting on our behalf.

4. Informal Complaints

We encourage members to initially use an informal approach when making a complaint since we can generally solve their problems in the first instance in a practical, quick, and efficient way. Informal complaints can be made either verbally or directly to the team member who is responsible for the service you wish to complain about or by phone at +39 070 7040892.

Feedback or complaints received in person or via telephone will be considered acknowledged due to the conversation; we will not provide a separate acknowledgement confirmation.

If you are dissatisfied with the response received by that team member or feel unable to raise the matter with that person, you can raise a formal written complaint, following the procedures outlined in clause six hereinunder.

5. How to make a formal complaint

Where a member wishes to make a formal complaint, they are required to notify us of the complaint in writing as follows:

a) Via our complaint form, available in hard copy, on request and our website.

b) By means of a letter to be addressed to Sardinia Adventures and be sent to:

Sardinia Adventures SSD ARL

Via del Mercato Vecchio 9/11,

Cagliari (CA),

09124,

Italy

6. How we handle formal complaints

6.1. Where you wish to raise a formal complaint, we have an internal two-stage complaints process we adhere to:

A) First stage

All formal complaints are assessed immediately after an appropriate member of staff has received them to ensure the following actions are undertaken:

1. Acknowledgement

We will send all complainants an acknowledgement of their complaints within seven working days of their complaints being received.

2. Investigation

An impartial investigation will be carried out on the matter leading to a complaint to ensure that key facts are identified and clarified.

3. Response

We will provide all complainants with a detailed response within 28 days unless the complaint is complex and requires more time. In that case, we will notify the complainant, provide an explanation for the delay and provide a reasonable estimate (not exceeding six weeks) of the timeframe within which a response will be provided. Our response will provide all the complainants with the details of the findings and proposed resolution. Where we identify mistakes in our approach, we will acknowledge those, and this may include providing an apology, setting out details of other steps we think are necessary in the circumstances, and explaining what we will do to prevent the problem from occurring again.

4. Follow Up

We will follow up on complaints to confirm that complainants are satisfied with the response given.

B) Escalation

If a complainant is dissatisfied with the decision made in Stage 1 or any aspect thereof and notifies our team of the same, they may escalate their complaints to Ms Claudia Carboni (the “Director”), who shall review the complaint and respond to the complainant with his decision to accept the original finding or to substitute a new finding. The Director will respond to the complainant within 30 days of the complaint being referred. If the complaint is upheld, the Director will ensure that necessary steps are taken as a result.

The Director may be contacted by email at Claudia.carboni@sardiniaadventures.com. He will only consider complaints escalated to him following the correct process.

6.2.We encourage members to refrain from making complaints that:

1. a)  lack sufficient grounds and serve only to cause annoyance to our team;

2. b)  reflect a complaint for which a decision has already been taken and effectively communicated to the complainant.

We reserve the right to disregard the above-listed types of complaints.