Customer Care Statement and Complaints/Appeals Procedure
Customer Care Statement
Yorkshire Fitness & Leisure Ltd is committed to improving its standards and welcomes comments, whether positive or negative, from all its customers and stakeholders.
A complaints procedure is a key element in the company’s approach to customer care. By following a complaints procedure Yorkshire Fitness & Leisure Ltd can maintain and improve the quality of its service to customers and stakeholders by identifying where mistakes and genuine grievances have arisen so that these are rectified and that similar circumstances do not re-occur.
Customer Complaints Procedure
In the first instance raise your complaint with the member of staff you are dealing with directly, as we aim to deal with most complaints informally and immediately at the time and place they are made. If the learner is unhappy to approach the member of staff directly, then they can approach the office manager.
If the delegate is dissatisfied with this initial stage, then they can make a formal complaint. The complaint should be in writing and sent to:
The Centre Administrator
Yorkshire Fitness & Leisure Ltd
101 Shoreham Street
Tel: 01143 492166
Your complaint will be formally acknowledged within three working days.
Within 15 working days of receiving the above acknowledgement you will receive from the Centre Administrator (or his/her nominated representative) a full reply to which your complaint refers.
If you are unhappy with the response from the Centre Administrator (or his/her nominated representative) you can write to the Director at the address above. Your letter will be acknowledged within 3 working days.