Compliants Procedure
Hire Fitness Complaints
procedure
Our
Organisation
All our consumer hires are
protected by the consumer credit act 1974. Hire
Fitness operates through a franchise system and
each franchise ( which is a single legal entity)
separately holds a consumer credit licence. The
details and address of each franchise is on the
home page of their section of our web site. If you
have any complaints we ask you to follow our complaints
procedure
Our commitment to
you
We want you
to be completely happy with our products and
service. That is why we are committed to listening
to your feedback and resolving your complaints
where we can.
Please let us know if you are
unhappy
The Franchise
Director Paul Healey is available to discuss
your problems and is available from:
- 09:00
to 18:00 Monday to Friday
Their
telephone number is 0845 226 1233 (please mention
it is in regard to a compliant)
How can I
complain?
Please let us
know if you are unhappy. Hire Fitness strive to
provide excellent service at all times, but
occasionally we may not always get things right
the first time. If this is the case you can let us
know:
By telephone:
If you are
dissatisfied with our service for any reason and
wish to let us know, please feel free to contact
our The Franchise Manager On 0845 226
1233 who is responsible for a full
investigation.
In
writing:
Please address all written
correspondence to:
Paul Healey
Hire Fitness Franchise
Manger
Unit 93
24-28 St Leonards
Road
Windsor
Berkshire
SL4 3BB
Alternately, you can email us
at: Paulhealey@hirefitness.co.uk
Please note
that additional personal information should not be
included in email messages for security reasons.
We will respond by telephone or letter for the
same reason.
What we will need from
you
To help us
investigate and resolve any issues or concerns
that you may have please provide the following
information:
- Your
full name, address, and a daytime telephone
number
- Full
details of your concern
How long will it
take?
We will
always try to resolve your concerns immediately.
However, if we are not able to resolve your
complaint within five working days we will write
to you to tell you:
- Who
is dealing with your
complaint
- When
we will contact you again
We will
contact you regularly until your complaint has
been resolved. If your complaint is particularly
complex, it may take longer to resolve. If a
resolution has not been reached by the end of
eight weeks we will:
- Refer
your complaint to the Hire Fitness Company
Secretary for investigation who will send you the
Hire Fitness ‘Final Response’ Letter.
This will explain our final position.
At this stage, you will also receive a leaflet
explaining your referral rights to the Financial
Ombudsman Service. For more information please
refer to www.financial-ombudsman.org.uk
If
you are not satisfied
If you feel
that we have not resolved the situation to your
satisfaction, please contact the person or
department that handled your concerns. Together,
you can then agree on what to do next. If you are
still dissatisfied, you can request a review from
the Financial Ombudsman Service.
They can be
contacted at the following address:
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