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Our commitment to you, and what we expect from you

What we stand for

We help over 38,000 people every year achieve their goals through sport, supporting some of the most disadvantaged, disabled and talented people across Norfolk.

Our vision

“To support, inspire, and improve our community”

Our values

Our commitment to you

We recognise the importance of good customer care and will ensure that we have the staff and the mechanisms in place to provide this to all participants and guests.

Wherever possible, we will endeavour to be inclusive in all of our courses, activities and events.

We will provide all our courses, activities and events with all reasonable skill and care.

We will endeavour to create and maintain the safest possible environment for children and adults at risk, regardless of age, disability, gender, racial heritage, religious belief, sexual orientation or identity.

We will endeavour to respond to any email, letter or voicemail within 5 working days.

We will endeavour to respond to any customer services issues sent to our social media channels in an average of 24 hours, within normal working hours. We will provide a dedicated contact for disabled participants.

We will use your customer information only in accordance with our Privacy Policy.

What we expect from you

We believe we all have a responsibility to promote the highest standards of behaviour and that every person who has any dealings with us have a big role to play in this. We, therefore, require everyone to follow our code of conducts.

What you can do if we fail to deliver on our commitments to you

The Customer Engagement department is the principal contact for concerns or complaints.  You can e-mail these to us at [email protected] alternatively you can get in contact with us using the ‘Contact Us’ section of our website. We will reply to your concerns or complaints within 5 working days.  If you are unhappy with the reply, you can request that your complain/concern is referred to our Operations Department, who will reply to you within 3 working days.