The Flex Unit Gym Ltd. Formal Complaints Procedure

1. Introduction

The Flex Unit Gym Ltd. ("the Gym") is committed to providing a high standard of service to all members, staff, and visitors. We recognize that there may be occasions when our services fall short of expectations. This formal complaints procedure outlines how to raise concerns and ensures that complaints are handled fairly, promptly, and in accordance with relevant UK and Scottish legislation.

2. Purpose

The purpose of this procedure is to:

Provide a clear process for members, staff, and visitors to raise complaints.

Ensure complaints are addressed promptly and effectively.

Improve our services based on feedback.

3. Scope

This procedure applies to all members, staff, and visitors of The Flex Unit Gym Ltd.

4. Legal Framework

This procedure is designed to comply with the following legislation:

Consumer Rights Act 2015

Data Protection Act 2018

General Data Protection Regulation (GDPR)

Equality Act 2010

5. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service, actions, or lack of actions by the Gym or its staff that affects a member, visitor, or staff member.

6. Complaints Procedure

Stage 1: Informal Resolution

Initial Complaint: If you have a concern, we encourage you to first speak directly with the relevant staff member or manager at the Gym to seek an informal resolution.

Resolution Timeframe: We aim to resolve informal complaints immediately or within 3 working days.

Stage 2: Formal Complaint

Submission: If the issue is not resolved informally, you can submit a formal complaint in writing. Complaints should be directed to the Gym Manager or the designated Complaints Officer. Please include:

Your name and contact details.

A detailed description of your complaint.

Any relevant evidence or supporting documents.

Your desired outcome or resolution.

Acknowledgment: We will acknowledge receipt of your formal complaint within 5 working days.

Investigation: A thorough investigation will be conducted. This may involve gathering information from relevant parties and reviewing any evidence provided.

Response: We will provide a written response within 20 working days of acknowledging the complaint. The response will detail our findings, any actions taken, and our decision.

Stage 3: Appeal

Submission: If you are dissatisfied with the outcome of your formal complaint, you may appeal the decision. Appeals must be submitted in writing within 10 working days of receiving our response.

Acknowledgment: We will acknowledge receipt of your appeal within 5 working days.

Review: The appeal will be reviewed by a senior manager or an independent person not involved in the original decision.

Response: We will provide a written response to the appeal within 20 working days of acknowledging the appeal. This decision is final.

7. External Resolution

If you remain dissatisfied after exhausting our internal complaints procedure, you may escalate your complaint to an external body such as:

The Scottish Public Services Ombudsman (SPSO) for public service complaints.

Trading Standards for consumer rights issues.

The Information Commissioner’s Office (ICO) for data protection concerns.

8. Confidentiality and Data Protection

All complaints will be handled in confidence and in accordance with the Data Protection Act 2018 and GDPR. Personal data collected during the complaints process will only be used for the purpose of addressing the complaint and will be stored securely.

9. Monitoring and Reporting

We will maintain a record of all formal complaints and their outcomes. This information will be reviewed periodically to identify trends and areas for improvement. Anonymized data on complaints will be reported to senior management.

10. Contact Information

Complaints Officer

The Flex Unit Gym Ltd.

11. Review

This complaints procedure will be reviewed annually to ensure its effectiveness and compliance with applicable laws and regulations.

This formal complaints procedure ensures that concerns are addressed systematically, fairly, and transparently, in line with legal requirements and best practices.