Customer complaints policy
Our approach
Customer complaints policy & process
We are committed to providing a positive experience for all customers at Places Leisure. If something hasn’t met your expectations, please let us know so we can put it right and improve for the future. This policy outlines how you can raise a complaint, what to expect from us, and how we ensure your concerns are taken seriously.
What is a complaint?
A complaint is any expression of dissatisfaction about our services, facilities, communication, payments or the overall customer experience that requires a response or resolution.
How to raise a complaint?
We ask that, where possible, you raise your concern directly with your local centre team in the first instance. You can do this in any of the following ways:
· Speak directly with a member of staff or a manager at your centre
· Email the Centre using the contact details on our website.
· Submit feedback through our website via the contact us page.
Our complaints process
Stage 1: Resolution at Centre level
· Speak to a team member, Duty Manager, or General Manager.
· Most complaints are resolved at this stage.
Stage 2: Escalation to Central Customer Experience Team
· If the matter is still unresolved, contact our Central Team for an independent review.
Our commitment to you
· We will acknowledge your complaint within 5 working days
· We aim to provide a full response within 10 working days
· If your complaint is escalated to our Central Customer Experience Team, we will respond within a further 10 working days
· If more time is required at any stage, we’ll keep you informed of progress
· We will handle your complaint with respect and confidentiality
· We log and review complaints to improve our services
Central Customer Experience team contact details:
Email: Email us here
Post: Customer Experience Team
Places Leisure
The Gurney Office, Building Three
Watchmoor Park, Riverside Way
Camberley, Surrey, GU15 3YL
Monitoring and transparency
We record complaints centrally to identify recurring issues, highlight areas for improvement, and ensure accountability.
Additional Information