Complaints
Committed to Safeguarding Everyone at RZ Fitness.
Phone
07753 746 841
Location
Duns, Berwickshire
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Last Updated: June 2024
Complaints Procedure
At RZ Fitness, we are committed to maintaining a professional, safe, and respectful environment for all members. If you have a complaint, we take it seriously and have established a thorough procedure to address and resolve issues effectively.
Below is our step-by-step complaints procedure.
Step 1: Immediate Reporting
If you have a complaint about a trainer, fellow member, or any incident within our facilities, please report it immediately. You can do this by emailing us at yamina@rzfitness.co.uk. Your email should include:
- Your name and contact information
- The name of the individual(s) involved
- A detailed description of the incident
- The date, time, and location of the incident
Step 2: Acknowledgement
We will acknowledge receipt of your complaint within 24 hours. This acknowledgement will confirm that we have received your complaint and outline the next steps in our investigation process.
Step 3: Preliminary Review
Our team will conduct a preliminary review of the complaint to determine its validity and seriousness. This may involve:
- Reviewing surveillance footage
- Speaking with witnesses
- Consulting with the involved parties
If additional information is needed, we may contact you for further details.
Step 4: Formal Investigation
If the preliminary review finds that the complaint requires further investigation, a formal investigation will be initiated. During this stage:
- An investigator will be assigned to the case.
- The investigator will conduct in-depth interviews with all relevant parties.
- All evidence, including video footage, emails, and witness statements, will be thoroughly examined.
Step 5: Resolution
Upon conclusion of the investigation, the investigator will compile a report detailing the findings and recommended actions. Possible outcomes may include:
- Mediation between the parties
- Disciplinary action against the involved individual(s)
- Policy or procedural changes to prevent future incidents
We will communicate the resolution within ten business days of completing the investigation. If the process takes longer, we will provide regular updates on the status of your complaint.
Step 6: Appeal
If you are not satisfied with the outcome, you have the right to appeal the decision. To initiate an appeal, please email us at yamina@rzfitness.co.uk within 5 business days of receiving the resolution. Include:
- Your original complaint reference number
- The reasons for your dissatisfaction
- Any additional evidence or information you believe is relevant
A senior member of our team who was not involved in the initial investigation will review the appeal. The final decision will be communicated within ten business days of receiving the appeal.
Confidentiality
We treat all complaints with the utmost confidentiality. Information about your complaint will only be shared with individuals directly involved in the investigation and resolution process.
Retaliation
We strictly prohibit retaliation against individuals who file a complaint in good faith. If you believe you have experienced retaliation, please report it immediately, and we will take appropriate action.
Contact Information
For any questions or further assistance regarding the complaints procedure, please contact us at yamina@rzfitness.co.uk.
We are committed to ensuring a safe and respectful environment for everyone at RZ Fitness,. Your feedback is valuable to us, and we appreciate your cooperation in helping us maintain our standards.