Personal
Property
To get the most from this session please wear comfortable sports
clothing that allows freedom of movement i.e. tracksuit bottoms
rather than a pair of jeans. To avoid ‘tangles’ long hair must be
worn tied back. Wearing your best clobber might not be the best
idea, climbing is an adventurous activity! Rockcity will not be
held responsible for your property and what happens to it. Rockcity
has lockers available but please only bring with you what you need.
Spectators
Rockcity does not allow any spectators
into the climbing area. There is a viewing area in reception. We
do not appreciate pushy parents shouting instructions into the climbing
area, you are paying for a qualified instructor, so use them, otherwise
you are detracting from your groups session and probably embarrassing
your child! Try going to a nightclub, tell the doorman you don't
want to dance tonight but you just want to wander in and watch your
friends dancing, see how he reacts.
Zero Tolerance Policy
Rockcity operates a Zero Tolerance Policy. Due to the very nature
of rock climbing, safety is always our primary concern. We will
not tolerate bad behaviour and will not hesitate to exclude a
young person for any of the following reasons:-
Failure to carry out instruction.
Failure to abide by Rockcity' Rules & Conditions of Use.
Swearing or other forms of abuse to others.
Threats of acts of violence.
Sexual references or crude behaviour.
Chewing gum or dropping litter.
Providing false information, both verily or in writing.
Use or suspected use of Tobacco, Drugs or Alcohol.
Graffiti and Criminal Damage.
Theft or attempted theft of property.
Where a criminal act has been carried out against Rockcity, its
staff, clients or property then we will certainly press charges.
THE HIGHEST STANDARDS
As one of the largest and most established climbing centres in Europe,
we are passionate about climbing. Not only do our instructional
staff hold the relevant National Governing Body Awards including
current First Aid certificates but are cleared by the Criminal
Records Bureau (CRB) to work with children. They use their vast
knowledge and experience in working within this industry to provide
the highest level of instruction and supervision available.
Safety is our highest priority and we have some of the strictest
standards of training, management and equipment in the industry.
We have been inspected and approved by the Adventure Activities
Licensing Authority (AALA). We are an active member of The Association
of British Climbing walls (ABC) and comply fully with their guidelines
for the safe management and provision of an indoor climbing facility.
COMPLAINTS PROCEDURE
Here at Rockcity we seldom get any complaints, the handful we have
received over the years seem to focus around our Zero Tolerance
Policy conflicting with individual climbers behaviour. We are
happy to respond to any complaints, our procedure is this:-
1. Report your complaint to the Duty Manager. They will discuss
the situation with you.
2. If you are dissatisfied with the verbal response
given put your complaint, in writing, to The Manager, Rockcity,
Hawthorn Avenue, Hull, HU3 5JX who will reply, in writing, within
28 days after any necessary investigation has been carried out.
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