Comments and Complaints

We are always pleased to hear from our customers when we have done well but we also want to know when things go wrong.

If you are dissatisfied with our actions, lack of any actions, or the standard or service provided by us, please let us know. This gives us the opportunity to put things right and review the way we do things in the future.

You can use our form to make a complaint, give us feedback, or simply to tell us when something we have done has pleased you.

As part of our form you will be asked to complete an optional equalities section. We hope you will choose to complete these questions, as this information will help us to establish whether there has been any unfair discrimination in the way we deliver our services to you.

Complaints

We’re sorry if you have a complaint. We’ll do our best to deal with it as quickly as possible through the following stages.

Stage 1

Your complaint will go to the relevant department. We will investigate and respond to you within 20 working days.

Stage 2

If you are not satisfied with the outcome of our Stage 1 review, your complaint will be elevated to Stage 2 for further investigation, and a final response.

Ombudsman

Should you wish to continue to pursue the matter after Stage 2, you will be advised to refer your complaint directly to the Local Government Ombudsman.

This form is not for

• Membership enquiries

• Swim Lessons (Movers, changes, payments) 

• Group Exercise (Enquiries, bookings or cancellations)

• Gym (Enquiries, bookings or cancellations) 

If you wish to contact us about the above, please contact the relevant Leisure Centre.