Complaints Policy for Forever Active Members
(Last reviewed 8 July 2021)
In order to ensure that our services remain at a high and improving standard, we have a procedure for dealing with any complaints you may have about your dealings with Forever Active. We welcome feedback to help us improve our service. Please also let us know if you are happy with our services.
Stage one
If you are not happy with the service you have received, the first step is to talk to the instructor or other person directly concerned with the matter, as they will be in the best position to help you quickly and to put things right.
Stage two
If that approach proves unsatisfactory, or if you would prefer to approach someone else, then contact the appropriate officer, through enquiries@forever-active.org.uk or telephone 07432 480105. They will try to resolve the matter and will get back to you as soon as possible. We hope to be able to settle all complaints at this stage.
Stage 3
If you are not satisfied with the response you receive, you can take this further by writing to or emailing the Chair of the Forever Active Board who can again be contacted through enquiries@forever-active.org.uk or 07432 480105. Please tell the Chair, preferably in writing:
- what happened
- when it happened
- who dealt with you
- what you would like us to do to put things right.
You must do this within three weeks (21 days) of receiving our response to Stage 2.
If you cannot make your complaint in writing, please contact us by phone.
As soon as possible after receiving your complaint we will write to say that your complaint has been received. You will receive a reply to your complaint within 14 working days. If we cannot give a full reply in this time, we will tell you why and when we hope to give it.
The Chair’s decision is final.