Complaints Procedure

Last updated: 11/02/2026

Moira Lakes aims to provide a safe, enjoyable and professionally delivered experience for all participants. If something does not meet your expectations, we encourage you to raise it with us so we can resolve the matter promptly and fairly.

1. Raising a Concern on the Day

If you are on site and have a concern, please speak to a member of staff or the duty manager immediately. Many issues can be resolved quickly at the time.

2. Submitting a Formal Complaint

If you wish to make a formal complaint, please contact us in writing within 7 days of your visit.

Please include:

• Your full name and contact details
• Date and time of your booking
• Booking reference (if applicable)
• A clear description of the issue
• Any relevant supporting information

Complaints should be sent to:

Email: info@moiralakes.com

3. Our Response

We will acknowledge receipt of your complaint within 5 working days.

We aim to provide a full response within 14 working days. Where further investigation is required, we will inform you of the expected timescale.

4. Investigation Process

Complaints may be reviewed by management and, where necessary, staff involved in the activity. We may consider risk assessments, operating procedures, CCTV (where relevant), and booking information as part of our review.

5. Resolution

Where appropriate, we may offer:

• An explanation of what occurred
• A corrective action plan
• A rescheduled session
• A credit or refund at our discretion

Each case is assessed individually in line with our Terms and Conditions.

6. Unacceptable Behaviour

Moira Lakes operates a zero tolerance approach to abusive, threatening or aggressive behaviour towards staff. We reserve the right to cease communication where behaviour becomes inappropriate.

7. Governing Law

This Complaints Procedure operates in conjunction with our Terms and Conditions and is governed by the laws of Northern Ireland.