Raising your concerns and complaints

We welcome complaints and see them as an opportunity to learn, adapt, improve, and provide better service. We take them seriously and want our members to feel confident that their complaints and worries are listened to and acted upon promptly, fairly, and sensitively, with due regard to the upset and worry that they can cause.

We know that:

• most concerns and complaints, if dealt with early, can be sorted out quickly between our member and their club manager.
• Failure to listen to or acknowledge concerns and complaints can aggravate the problems.

Complaints Procedure

i. We encourage our members to discuss their concerns and complaints with one of our team members. They are there to help and find a solution immediately if possible. We expect our staff to be polite, courteous, and sympathetic and to remain calm and respectful at all times.

ii. If our staff cannot solve the problem immediately, they will refer the matter to their club manager.

iii. After talking the problem through, the manager will suggest a course of action to resolve the issue. If this course of action is acceptable, then the manager will confirm the outcome with the member, usually via a confirming email.

iv. If the suggested plan of action is not acceptable, then the manager will advise the member to email us at membership@topnotchgyms.co.uk, describing the complaint.

v. When a complaint is received, we will send an acknowledgement within two working days.

vi. On receipt of the complaint, we will launch an investigation. If necessary, we will ask for further details.

vii. We will send the member a report of the investigation.

viii. The report will set out the nature of the complaint(s), the details and findings of the investigation, and any recommendations.

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