Complaints procedure

We are committed to providing a high quality service. However, we understand that from time to time things do go wrong, and you need to be able to express dissatisfaction when this happens.

We want to be responsive to feedback and so it is hoped that most matters can be resolved quickly and satisfactorily via informal channels.

First stage

By contacting Steve Rose at The Active Wellbeing Society.

  • Any discussion will be treated confidentially, and you will receive a response within one week.
  • Notes of the discussion will be taken which outline the complaint, the date on which it was received and any solutions discussed.
  • Discussion notes will be passed to the appropriate Director along with any recommendations.

Second stage

We aim to resolve issues as quickly and fairly as possible and in confidence; where a dispute cannot be resolved at the first stage, we will direct you to an appropriate third party who can review your complaint and advise you on any further action.