EXPLORIS COMPLAINTS PROCEDURE – INTRODUCTION

If you are not satisfied with the service you have received from us, we want to hear from you. This document outlines our complaints procedure and tells you how to make a complaint.

We want to give you the best quality service possible if you visit our attraction or use our facilities. To do this we need to know when things go wrong, or if we are not meeting your needs.

PLEASE LET US KNOW WHEN

• You are not satisfied that we have delivered a service to you of the specified standard.
• You have not received a service you think you should have; or
• You feel that you have not been treated politely and with respect.

HOW TO COMPLAIN

• The quickest way to get the problem sorted out is by explaining it to our employees at the point of service.
• Telephone Exploris Aquarium saying that you want to make a complaint. Our telephone lines are open seven days a week, 9:30am to 5:00pm on 028 4272 8062
• Fill in the attached complaints form and send it to Exploris Aquarium, The Rope Walk, Castle Street, Portaferry, BT22 1NZ.
• Email your complaint to info@explorisni.com

WHAT WILL HAPPEN WHEN I COMPLAIN?

STAGE 1
If you make a complaint, the relevant Department will contact you within 10 working days of us receiving your complaint. If, for any reason, your complaint is going to take longer than 10 days to sort out you should get an explanation for the delay and a new target date by which you should get a full response from us.

STAGE 2
If the first response is not satisfactory, you can write directly to the Exploris Aquarium Manager who will review our response and investigate the complaint further. You will receive another response within 15 working days from when we receive your letter. If, for any reason, your complaint is going to take longer than 15 days to sort out you should get an explanation for the for the delay and a new target date by which you should get a full response from us.

STAGE 3
If the second response is not satisfactory, you can then write to the Directors. They will look into your case and make a detailed investigation. Again you will receive a response within 15 working days from when we receive the letter. If, for any reason, your complaint is going to take longer than 15 days to sort out you should get an explanation for the delay and a new target date by which you should get a full response from us.