Share your
feedback

Tell us about your experience of Be Well so we can continue to provide the service you expect.

A strength and balance training course

Making a complaint…

At Be Well we’re committed to going above and beyond to give you the best customer experience.

However, if there’s something you’re not happy about then please let us know.

How you can get in touch:

Our customer feedback form is designed to capture the information we need from you in order to investigate your complaint as quickly as possible.

If, however, you are experiencing any issues providing your feedback in this manner, you can also get in touch by email or telephone.

Share your feedback
Email our customer feedback team
Call us on 01942 828535

What response can I expect?

  • We will acknowledge that we have received your feedback within 3 working days. We will share both positive and negative feedback with the appropriate officers or managers.
  • If you are making a complaint, we will communicate the outcome of your complaint to you. If your complaint suggests improvements, we will take action and may make changes to our services.
  • If you are making a complaint, we will discuss your complaint to understand it and find the best resolution. Details of your complaint and desired resolution will be recorded in a complaint plan. This plan will be shared with you and include who will respond and when. Typically, the appropriate manager will respond within 10 working days but this can be extended to 20 days if necessary.
  • If you consider your complaint to be serious, or if your complaint has not been resolved or has been delayed, the situation can be escalated to the next level.
A personal trainer teaching a woman to use a machine
A man's adding weights to the bar

What if I’m not satisfied?

  • If you remain dissatisfied, our Customer Feedback Team will discuss options with you to agree further action to be taken to resolve your complaint. This is dependent on which policy your complaint is being considered under.
  • If we cannot agree on appropriate action, or if your complaint has progressed through all stages of the complaints procedure and you are still not happy with our response, you can ask the Local Government & Social Care Ombudsman to review our investigation.
  • The Local Government & Social Care Ombudsman is an independent body, whose purpose is to provide impartial and prompt investigation and resolution of complaints of injustice through maladministration by local authorities.
  • Please note: The Ombudsman is unlikely to investigate your complaint unless you have given us the opportunity to consider your complaint under our procedures.
  • Postal address: Local Government and Social Care Ombudsman, PO BOX 4771, Coventry, CV4 0EH. Tel: 0300 061 0614
Visit the Local Government & Social Care Ombudsman website

Had a good experience? Let us know!

We always try our hardest to give all our customers the very best possible experience from our Be Well leisure centres and services. However, if you’ve had a particularly good experience that you’d like to share then we’d love to hear it! Simply drop us an email so we can pass on your compliments to the relevant team(s).

Email our customer services team
A personal trainer teaching a man to use the machines