At Active Life we value feedback from our customers. If you are unhappy with any aspect of our services, we want to hear from you so we can understand what has happened and work with you to resolve it.
One - Raise your complaint
If you are dissatisfied with any part of your visit while at one of our centres, you can speak directly to our team members or ask to see the General Manager.
If you wish to put your complaint in writing, please visit the 'leave feedback' link at the bottom of our website. A member of the team will call you within 48 hours.
Two - Escalate your complaint
If you are not completely satisfied with the response from the General Manager, you can escalate the complaint to the Contract Manager.
The Contract Manager will review your complaint and contact you within 48 hours. You can obtain their details from the General Manager.
Three - Final escalation
If you remain dissatisfied following the response from the Regional Manager, you can request a final review of your complaint by the Commercial and Partnerships Director, whose details you can obtain from the Contract Manager.
We commit to acknowledge the complaint within 48 hours of receipt, and aim to provide a full response within seven working days.
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