Our gym complaint process

At Nuffield Health, we’re continuing to build a healthier nation by aiming to provide the best possible service.

If you need to raise a concern or make a formal complaint about your experience at one of our gyms or during a health assessment – please follow the steps below, so we can put things right. We regularly review all your feedback to improve your experience with us.

How we handle your gym complaint

To submit a hospital complaint, please use our hospital complaint form.

To protect customer confidentiality, we can only discuss a complaint with the person who received the service, unless we have their consent to share information with someone acting on their behalf.

If you are submitting a complaint about another person's experience, we will contact you after receiving your complaint to explain how the customer can provide their consent. Once consent has been received and verified, we will be able to progress the complaint and provide updates or a response to the nominated representative.

Stage 0: Informal local resolution

This is the first stage of the complaints process and is designed to resolve concerns quickly and efficiently. In many cases, a formal investigation may not be necessary.

You can raise a complaint with a member of the club team in person, or submit it through our online feedback form. We will aim to acknowledge and resolve your concern within two working days wherever possible.

• Stage 1: Formal local resolution

  If you feel your concerns have not been fully resolved at Stage 0, your complaint can be escalated for a more detailed investigation by a senior member of the club management team, such as a Duty Manager or Head of Department.
  
  Following the investigation, you will receive a formal response either in writing or via a follow-up phone call outlining the outcome and any proposed resolution
  
  Where appropriate, we may also offer a face-to-face meeting to better understand your concerns and work towards a mutually acceptable resolution.
  
  If you are unable to attend a meeting, alternative communication methods, including telephone or written correspondence, can be arranged.

• Stage 2: General manager review

  If you remain dissatisfied following the Stage 1 formal local resolution, you may request a final review by the Deputy General Manager or General Manager of the club. They will independently review your complaint, the investigation undertaken, and the response provided to ensure the matter has been handled fairly and in line with our procedures.
  
  Following this review, you will receive a final written response setting out the outcome and any further actions, where appropriate. This represents the conclusion of our complaints process.