At Freedom Leisure we aim to make every visit a positive experience. We value all types of feedback because it helps us recognise where we are doing well and where we can improve. Whether you want to share a positive experience, raise a concern or put forward an idea that could enhance our services, we encourage you to let us know.
Your feedback helps us develop our teams, improve our facilities and continually raise the standard of service we provide across all our centres.
How to Share Your Feedback
Talk to One of Our Colleagues – In Person or on the Phone
The most effective way for us to understand and resolve any issues is for you to speak directly with one of our colleagues at your local leisure centre. Our teams are there to help, and many matters can be resolved quickly when raised in person.
Every centre’s webpage shows the centre’s phone number and the name of the General Manager who oversees the daily operation of the facility. The General Manager is available to support where needed.
Send Your Feedback to Us Online
If you prefer to put your comments in writing, or if your concern cannot be resolved during your visit, you can contact us online through your centre’s webpage.
To do this:
- Visit the webpage for your local centre https://www.freedom-leisure.co.uk/centres/
- Select the “Leave Feedback” link (found just above the General Manager’s name)
- Provide your contact details and describe your experience, including any relevant dates, times or additional information
Sending your feedback directly to us ensures it reaches the correct team who can investigate and respond.
How and When We Will Respond
We aim to handle feedback promptly and clearly.
- You will receive an acknowledgement within 24 hours
- Our goal is to provide a full and considered response within 2 days
- If we need more time to look into your feedback, we will send you a holding update to let you know that we are still investigating, but aim to provide full response in this in 7 days
Some matters may require more detailed checks, such as reviewing operational processes or speaking with several colleagues. If this is the case, we will keep you informed and tell you when you can expect a final response.
Complaint Escalation Stages
If a complaint cannot be resolved immediately, it will be reviewed through a structured escalation process to ensure it is handled fairly and thoroughly. The complaint may be considered by progressively more senior managers, up to senior leadership, to reach a final internal decision. If concerns remain after all internal reviews are complete, the matter can be referred to the relevant local authority partner for independent consideration under their own procedures.
Thank You
We really appreciate you taking the time to share your feedback. It helps us understand what’s working well and where we can do better.