Complaints Policy
At Radiance Fitness, we are committed to providing exceptional training services and ensuring the satisfaction of our members. We understand that, despite our best efforts, there may be occasions when our clients are dissatisfied with our services or have concerns they wish to address. To address such situations, we have developed the following complaints policy:
How to Raise a Complaint:
Clients are encouraged to express their concerns promptly to our Client Care Team.
Information to Include in the Complaint:
To help us investigate and resolve the issue efficiently, we request that clients provide the following information when filing a complaint:
– Full name
– Contact information
– Nature of the complaint
– Relevant dates and details
– Any supporting documentation
Acknowledgment of Complaint:
Upon receiving a complaint, we will promptly acknowledge its receipt. The acknowledgment will include an estimated timeline for resolving the issue.
Investigation and Resolution:
Our dedicated complaints resolution team will thoroughly investigate the matter, consulting with relevant parties and reviewing any documentation provided. We aim to resolve complaints within 2 business days, and clients will be kept informed of the progress.
Communication of Findings:
Once the investigation is complete, we will communicate our findings to the client. If the complaint is upheld, we will outline the steps we will take to rectify the issue. If the complaint is not upheld, we will provide a clear explanation of our decision.
Escalation Process:
If a client is dissatisfied with the resolution, they may request a further review by escalating the matter to the Head of Fulfilment and Community, Kristen. The escalated complaint will be reviewed impartially, and the client will be informed of the final decision.
Continuous Improvement:
We view complaints as an opportunity to learn and improve our services. All complaints will be documented and analysed regularly to identify trends and areas for improvement. Feedback from complaints will contribute to our ongoing commitment to delivering high-quality training services.
We appreciate the trust you place in Radiance Fitness for your short-term rental training needs and are dedicated to addressing and resolving any concerns you may have. Your feedback is invaluable in helping us maintain the highest standards of service.