This policy is an integral part of KAL’s corporate commitment within the 2021-2025 KAL Corporate Strategy to the aim of “Putting People First” and to the objective of “Provide Excellent Customer Service”. The satisfaction and retention of existing customers is vital to KAL’s success in meeting the headline KAL challenge of reaching a customer satisfaction index score of 81 or more by 2025.(Please note: the above paragraph will be reconsidered and amended as necessary following the implementation of the new KAL corporate strategy in April 2025.)

KAL is committed to responding to all comments, complaints and suggestions promptly and professionally, following the KAL complaints procedure as necessary.

Although KAL is continuously trying to improve the quality of the services we provide to our customers, we will, at times, receive comments and complaints, as well as compliments.

Complaints will not be viewed as negative – they enable KAL to improve and strive to provide the best possible customer experience every time.  KAL will provide our customers with information on how to complain, respond to customer complaints promptly and fairly, and be willing to learn from them. KAL encourages our staff to follow the principles of the “LAST” model for considering customer complaints and to bear in mind the LAST principles when responding to customer complaints wherever possible. The four elements of the model are:

• Listen;
• Apologise;
• Solve (where possible); and
• Thank.

Customer feedback gained through a well-handled complaint provides KAL with a better understanding of customers’ needs and so help’s KAL to further improve the services we provide.

Please note:

KAL does not view contractual matters relating to KAL’s fitness membership or swimming lesson products as items which will be addressed through KAL’s complaints, comments and compliments policy & procedure. Contractual matters will be managed in line with the terms & conditions of the particular contracts and will not be escalated beyond KAL’s Contact Centre Manager / Customer Acquisition and Retention Manager.

Similarly, KAL does not view customer complaints relating to programming decisions (either/ or relating to group fitness programmes or swimming pool programmes) made by KAL as items which will be addressed through KAL’s customer complaints, comments and compliments policy & procedure. Customer complaints relating to programming matters will not be escalated beyond the Fitness Development Manager (for group fitness programme matters)/ Activity, Project & Partnerships Manager (for swimming pool programme matters).

This will apply where the complaint is solely relating to the one of the above factors.Where the complaint also includes wider elements these can still be considered as part of KAL’s customer complaints, comments and compliments policy & procedure. Comments or complaints can be made by individuals, groups or organisations and refer to service or facility shortfalls. The subject of complaints can include:

• Poor service delivery or facility presentation
• Poor quality of equipment
• Maintenance of facilities
• Issues of cleanliness
• A complaint about a member of staff or another customer
• Poor value for money.

ENCOURAGING CUSTOMER FEEDBACK

Comments, complaints and compliments can be submitted through the following methods of communication, at all KAL centres, via the KAL website or through the KAL Contact Centre –

• These methods are standardised across the organisation.
• Verbal
• Customer Feedback Card
• Email
• Letter
• Telephone
• Net Promoter Score (NPS) feedback.

KAL recognises that some customers may have difficulty in representing themselves. Providing the customer has given consent, KAL will accept comments and complaints made by those directly involved or by someone acting on their behalf.

All comments, suggestions and compliments, including verbal ones received, will be logged in the same KAL Customer Support System as complaints for monitoring purposes.

At Kirklees Active Leisure (KAL), we are committed to listening to feedback and resolving concerns in a fair and timely way. Our complaints process is designed to ensure concerns are addressed appropriately, with clear opportunities to raise and escalate issues where needed.

We operate a four-stage complaints process:

Stage 1 – Local Resolution – Your concern will normally be handled by a manager at the site or service where the issue arose. We aim to respond promptly and resolve matters informally wherever possible.

Stage 2 – Formal Complaint – If you are not satisfied with the outcome at Stage 1, your complaint can be escalated. It will be reviewed by a senior manager not involved previously. You may be invited to meet with them, and a formal written response will be provided.

IMPORTANT: Whilst there are two further stages beyond Stage 2 KAL does not revisit the original complaint. Stages 3 & 4 are for KAL to consider how the complaint was handled.

Stage 3 – Internal Process Review – If you remain dissatisfied, you may request a review by a member of KAL’s Strategic Leadership Team. This stage does not revisit the original complaint. Instead, it focuses on whether the complaint was handled fairly, in line with KAL’s complaints procedure, and whether appropriate steps were taken at earlier stages.

Stage 4 – Final Appeal Panel – A final stage review may be carried out by a panel involving KAL Trustees. This is not a re-investigation of the complaint itself. The panel considers whether KAL’s complaints procedure was followed properly at earlier stages and whether decisions were reasonable and proportionate based on the information available.

Additional Information – Not all complaints are suitable for escalation through every stage. Contractual and programming matters are not considered as a complaint. KAL reserve the right to conclude the process where we believe the matter has been reasonably handled, or where a complaint becomes repetitive, unreasonable, or abusive. In rare circumstances, we may apply our Persistent and Vexatious Complaints Policy.

If, after completion of our process, a customer is still dissatisfied, they may contact Kirklees Council’s Corporate Customer Standards Officer, who can advise whether the Local Government Ombudsman (LGO) may consider their concerns. Please note that KAL is an independent charitable organisation and is not legally required to participate in LGO investigations. However, in the interests of openness and transparency, we will cooperate with the LGO where appropriate.