COMPLAINT PROCEDURES

Gymlab is committed to providing a safe, stimulating and accessible service to all of its members. We aim to provide a high-quality service at all times and for everyone; however, we accept that sometimes things do not go to plan. 

This policy is designed to help resolve complaints and grievances as quickly and fairly as possible. All complaints/grievances will be dealt with sensitively and confidentially at all times. 

If your matter concerns safeguarding, you need to contact the welfare office by emailing welfare@gymlab.fit.

This policy applies to all club members, their parents/guardians and all staff members.

We aim to address all customer issues and feedback in a timely manner and aim to resolve all customer complaints within 20 days where possible. 

All customer feedback should be directed via email to memberships@gymlab.fit.

Once a complaint is received, it will be acknowledged by the Welfare Officer or another appropriate Manager, and the customer will be contacted via email. 

Depending on the severity of the complaint, the Welfare Officer will be instructed to respond to the issues raised by the customer and ensure any issues are resolved as quickly as possible. 

If a suitable resolution cannot be reached between Gymlab and the customer, we will pass the complaint on to the Citizen Advice to investigate. 
Contact details Citizen Advice Tel. 0808 223 113