We encourage feedback from everyone who uses our club. This includes positive suggestions, compliments and complaints. It helps us identify improvements to provide more efficient and better services to our customers.
- Recognising good service and letting us know will help us to see what we are doing well.
- If you feel a service could be improved by making some adjustments then contact us with your idea.
- If you are unhappy with any aspect of your visit - including our staff, procedures, services or facilities then please give us the opportunity to put them right.
You can contact us with your views by:
- Talking to a manager on 01908 377444
- Completing our online form
If you would prefer to see a manager in person then you can request an appointment through any of the above methods.
All complaints will be investigated in detail. If you are unhappy please let us know and we will look carefully at the issues you have raised. We will acknowledge receipt of your complaint and aim to respond to you in writing within seven days with the outcome. We will try to resolve any complaint as soon as possible but in certain circumstances this may take longer.
All complaints will be handled by a senior manager but if you are unhappy with the explanation you receive you can ask for the matter to be dealt with by one of the owners who will review your complaint in detail and respond to you directly.
Complaints about staff
Although rare, complaints about members of staff can be more time consuming. It is important that we gather detailed information so that we have an accurate picture of the situation. If you are complaining about a member of staff then you must provide a credible contact reference.
The senior manager investigating is likely to want to speak to you in person at some stage in order to authenticate the complaint. You will not necessarily be identified to anyone else but the manager does need to confirm in the first instance that a genuine complain exists and not just an ad hoc complaint from an unidentifiable address. All complaints are handled with the strictest of confidence.
Compliments about staff
We are proud of our staff and are pleased to receive regular complimentary communications. We welcome your compliments and would ask that you provide credible contact information so that we may re-contact you if necessary.