Complaints

We are committed to providing quality service and experiences to our clients. This commitment extends to providing accessible complaint resolution mechanisms for our clients. If you have a complaint about any of our Services, you should take the following steps:

  1. In the first instance please contact the duty manager and tell them about your complaint and they will try to resolve your complaint quickly and fairly.
  2. If the duty manager is not available, please email to sales@surfconnect.store attention the Manager, providing details of the complaint including:
    • Your full name and contact details
    • Activity involved
    • Time and date of the activity
    • Your instructor’s name
    • Provide all supporting documentation
    • Clearly identify the resolution you are seeking

Once you have emailed us, we will send you an acknowledgement of receipt, and begin the process of investigating and resolving your complaint. We will try to resolve your complaint quickly and fairly. We will endeavour to resolve your complaint within 5 business days however some complaints do take more time than others.