Customer Feedback Procedure 

 

Trilogy Active is committed to providing an excellent service. One of the ways in which we can continuously improve our service is by listening and responding to the views of our customers positively and, by putting mistakes right. It’s not just for when things go wrong, but also for when they go well and when our staff go above and beyond what you’d expect from them. 

 

We may publish your feedback in some of our publicity, but we will not publish your personal details. 

 

 

A comment is defined as making a quick suggestion or comment about our services and does not normally necessitate a response. 

 

A compliment is an expression of satisfaction about the standard of service we provide. 

 

A complaint is defined as any expression of dissatisfaction however it is expressed. This would include face to face, via a phone call, in writing, via email or any other method. 

 

 

• Make it as easy as possible for you to provide feedback 

• Listen to your feedback to improve the services we provide to the community 

• Record all feedback received 

• Ensure complaints are dealt with promptly, politely and by the appropriate person 

• That when we get a compliment we will tell the people you are pleased with 

 

 

In the first instance, should you encounter any problems whilst visiting one of our centres please make The Duty Manager aware so that immediate action can be taken. 

 

Alternatively, you can raise a formal complaint as follows. 

 

The complainant should provide full details of the complaint to our Customer Service Team using one of the following methods: 

 

• Contact Us’section on our website 

• Email us HERE  

 

• Phone via our contact centre 03330 439 900 

 

All complaints will be logged. The Customer Service Team will classify the complaint and forward it to the relevant manager for response. Where appropriate the Customer Service Team may provide the response directly. 

 

You can expect to receive a full response to your Stage 1 complaint within 5 days, if further time is needed to investigate we will acknowledge your complaint and provide a full response within a further 5 days from the date of the acknowledgment. 

 

If you are dissatisfied with the response issued by a member of the Management or Customer Service Team, you have the right to request a response from a Senior Manager. Requests should be sent to customerservice@nltrust.org.uk and should include the reason(s) why you wish a further response and the desired outcome if appropriate. 

 

The complaint will be acknowledged within 5 days and a written response detailing the outcome will be sent by the Senior Manager once fully investigated, within 10 days. 

 

If the complainant is still unhappy following completion of Stage 2 their complaint can be escalated to the Managing Director. The complainant must make their complaint and reason for escalation in writing, via email to customerservice@nltrust.org.uk 

 

An acknowledgement will be sent within 5 days and the Managing Director will respond within 20 days following investigation. This is the end of the complaints process. 

 

 

*If the timeframes outlined above are unachievable then we will notify you of this as soon as possible along with the reason and a date you can expect a full response.