Contact us
We always enjoy hearing from our customers and partners. If you would like to get in touch either fill out a form below or get in touch directly with your local facility by clicking one of our options below and a member of our team will help you.
We aim to provide the best services for our customers through the delivery of our vision, mission and strategic aims. The Customer Charter outlines our customer care standards; what you can expect from us and what we expect from you.
ANGUSalive welcomes and values feedback from our customers so we know how well we are doing and what we can do to improve.
Give Feedback or Make a Complaint About an ANGUSalive Service
We value your feedback and are committed to delivering high-quality culture, sport, and leisure services across Angus. If something hasn’t met your expectations, we want to hear from you.
What counts as a complaint?
A complaint is when you tell us you’re unhappy with our service or how we’ve handled something.
If it’s the first time you’re reporting an issue—like a problem with a class booking, a facility issue, or a missing confirmation email, this is classed as a service request, not a complaint.
But if you’ve already told us about the issue and feel it hasn’t been resolved properly, that’s when it becomes a complaint.
For general service issues or first-time reports, please contact our team directly using our Contact Page.
How to provide feedback or make a complaint
If you’re dissatisfied with the service you’ve received from ANGUSalive, you can make a complaint in the following ways:
- Online using our ANGUSalive Feedback Form
- Phone: Call our contact centre on 01307 492600
- In writing: ANGUSalive Head Office, 50-56 West High Street, Forfar, DD8 1BA
- In person at any of our venues
Our Complaints Process
We follow a two-stage complaints procedure in line with national guidance. We aim to resolve issues quickly and fairly in line with our policies.
Stage One – Frontline Response
We will respond to your complaint within 5 working days, wherever possible.
Stage Two – Investigation
If you’re not satisfied with our response, you can ask us to escalate your complaint to Stage Two. We will:
- Acknowledge your complaint within 3 working days
- Confirm what we’re investigating and what you would like us to resolve
- Provide a full response within 20 working days, unless more time is needed
Some complaints may go straight to Stage Two if they are complex or require detailed investigation.
If You’re Still Not Satisfied
If you remain unhappy after receiving our final response, you can contact the Scottish Public Services Ombudsman (SPSO) to request an independent review.
In some cases, there may be other routes to review (e.g. for services regulated by other bodies), and we’ll advise you accordingly when we respond to your complaint.
Customer Charter
https://angusalive.scot/about-us/customer-charter/
Customer Feedback Privacy Notice
https://angusalive.scot/privacy/customer-feedback-privacy-notice/
More information about our complaints procedure
https://angusalive.scot/more-information-about-our-complaints-procedure/
Unacceptable Actions
Please email enquiries@angusalive.scot
Should you experience any errors when submitting this form, please email bactive@angusalive.scot
Head Office
Our postal address is ANGUSalive Head Office, 50-56 West High Street, Forfar, Angus, DD8 1BA or call us on the number below and member of the team will assist you.