Complaints Procedure

• What do I do if I have a complaint?

Whilst we hope that there won’t be anything to cause you to complain, we understand that occasionally there might be issues that need to be addressed. A complaints process is in place to ensure that your complaint or concern is investigated and dealt with fairly and correctly.

Depending on the nature of the complaint, it might be best to raise this directly with the management team on site so that they can discuss, fully understand and look to resolve any issues you might have. Alternatively, you can email us at info@diversityfitness.co.uk and we will look to process it against our complaint’s procedure.

• What does Diversity Fitness do when I raise a complaint?

When we receive a complaint, we look to understand what the issue is, and who the best team to deal with that is. We then let you know what we are going to do, and keep you updated so you know that we are working on a resolution. Depending on the nature of the complaint, and how this was raised to us, this might be verbally communicated, or done so via email. We treat every complaint seriously and ensure that every outcome is the correct one against our terms and conditions and follows a full investigation into the matter.

• What can you do if you’re still not happy?

If you are unhappy with the proposed resolution/outcome, you should escalate your complaint, following the escalation route as outlined below.

• What contact details do you need?

For any complaints we would always urge them to be in writing, so it is documented and can be actioned efficiently and properly. The email address is info@diversityfitness.co.uk. If you wish to speak to someone, you can either call the club on 01909738892 or arrange a meeting within club management to discuss your complaint. If you have spoken with club management and wish to escalate your complaint, the team can arrange the General Manager to make contact.