General Complaints Policy & Procedure

If you have a serious complaint or issue with any member of the coaching team, or another member of the gym, we encourage you to come forward. Any complaints be that about a member of the coaching team or another member of the gym will always be taken seriously, and handled in a fair and professional manner. 

All complaints / grievances will be dealt with by the Gym Manager / Owner (Chrissy), unless that said manager is involved with the complaint / grievance.

Pre-Phase (Un-official)

In any type of complaint, it is advised that the issue is attempted to be resolved in the first instance directly with the person concerned in a professional manner, before escalation to an official complaint in writing. However, we ask you to make the management team aware of any grievances or issues, and the steps taken to resolve them, so we can be aware and monitor ongoing.

Phase 1 (Official)

  1. Any official complaint must be sent in writing to the Gym Manager explaining all details including names, dates and facts within seven working days of the event. The fact that it is a formal complaint must be stated clearly. This can be done via email hello@crossfitwrexham.com or via the form below. 

  2. The Gym Manager will register the complaint in the ‘Complaints/Grievances Disciplinary logbook’.

  3. The Gym Manager shall inform the party to whom the complaint is being made against and request a reply in writing.

The Gym Manager will then:

  1. Explore possible resolutions

  2. Reply within ten working days with details of the actions they propose to take including reasons for the decision.

Phase 2

  1. If the person still feels unsatisfied after the proposed solution has been carried out, the person must appeal in writing to the Gym Manager giving full details as to why they are not satisfied within seven working days after the solution date.

  2. The Gym Manager must then arrange a meeting within fourteen working days for all those involved to resolve all issues and create mutual agreements.

  3. It must be recorded by the Gym Manager that the complaint/ grievance got to Phase 2, including all details in the ‘Complaints / Grievances & Disciplinary logbook’.

Phase 3

  1. If there is further dissatisfaction, it must be received in writing by the the Gym Manager within seven working days of Phase 2 meeting.

  2. Further discussions around an alternative solution will be explored, and a decision made on how to move forward.

  3. The decision must be sent to the person making the complaint.

  4. The Gym Manager will register details of Phase 3 in the ‘Complaints/Grievances & Disciplinary logbook’.

Please note - It must be understood that the decisions made in the meeting are final, and that any further reports of dissatisfaction will be taken as harassment which can lead to disciplinary action.

Official Complaints Form