Complaints Policy

Raise a Complaint

At Skydive Hibaldstow, we are committed to providing every customer with a safe, enjoyable, and memorable skydiving experience. We value your feedback – both positive and negative – as it helps us to continually improve our services. If something didn’t meet your expectations, we want to know about it. We will always aim to resolve complaints promptly, fairly, and with the respect you deserve.

How to Make a Complaint

If you’re unhappy with any aspect of our service, please get in touch using one of the methods below:

Email
Send your complaint to: complaints@skydiving.co.uk

In Writing
Skydive Hibaldstow, Dropzone Manager, Hibaldstow Airfield, Redbourne Road, Hibaldstow, North Lincolnshire, DN20 9NN, United Kingdom

Telephone

Call us on: 01652 648837

Please include the following information:

Your name and contact details
Date of your jump or interaction
A clear description of your complaint
Any relevant supporting information or photos

What Happens Next?

Acknowledgement – we aim to acknowledge your complaint within 2 working days.
Investigation – your complaint will be investigated by a senior member of our team who was not directly involved in the matter.
Response – we aim to respond in full within 10 working days. If more time is needed, we’ll keep you informed.
If You’re Still Unhappy – if we are unable to resolve your complaint to your satisfaction, you may refer your case to an Alternative Dispute Resolution (ADR) provider. While we are not currently members of a specific ADR scheme, we are happy to engage with a certified provider if you wish to escalate.

For guidance, visit the UK Government’s consumer dispute resolution page:
https://www.gov.uk/consumer-protection-rights

Your Feedback Matters
We’re passionate about what we do, and we take every piece of feedback seriously. Thank you for helping us provide the best possible experience for every skydiver who visits Skydive Hibaldstow.