Customer Charter

Our Service Promise

We promise we will:

• Make you welcome and help you to enjoy the use of the facilities.
• Provide staff who are courteous, properly trained and happy to assist you at all times.
• Provide facilities that are clean and well maintained.
• Listen carefully to what you say and involve you in decisions that affect your enjoyment of these facilities.
• Charge prices which offer good value for money.
• Serve you as quickly as possible.
• Respond to your written or telephone comments within seven working days.
• Display our feedback to comments.
• Answer the telephone in a polite and courteous manner.
• Let you know if equipment or facilities are not available or out of order prior to use and make alternative arrangements.
• Maintain a balanced programme of activities and services which cater for all our users.

Please let us know how we can make your next visit even more enjoyable. It is important to us, therefore, that you:

• Find our staff helpful and friendly
• Enjoy your visit
• Return to visit us again in the future

To ensure this happens, we have produced certain standards that all our customers should expect. These standards are displayed throughout the centre together, where applicable, with information on how well we are achieving our standards.

If we are unable to offer the services we promise, we will notify customers as soon as possible and endeavour to offer an alternative.

Listed below are five ways in which you can help us to help you:

• Speak to a member of staff. The Duty Manager will be happy to discuss the issue and will take immediate action to remedy the problem if possible.
• Please take time to complete one of our Customer Comment Forms. The management team looks at every completed form and will ensure that you receive a written or verbal acknowledgement.
• Come to visit a member of the management team on one of our “Customer Forums” sessions. This will give you the opportunity to discuss relevant issues on a personal basis. Dates for the next “Customer Forum” sessions are displayed on the Customer Notice Board.
• If you prefer, you can email us at stokemandeville@harpersfitness.co.uk
• If, at any time, you are not satisfied with the response you receive from any member of staff, please contact the General Manager at the Centre.

If you have an enquiry please complete a contact form and we will be straight back to you.