Complaints Policy

Introduction

OriGym is committed to providing high-quality services and maintaining the highest standards of customer satisfaction. We recognise that there may be occasions when our clients feel that our service has not met their expectations. This Complaints Policy outlines our approach to handling and resolving complaints in a fair, prompt, and effective manner.

Purpose and Scope

The purpose of this policy is to ensure that any complaints received by OriGym are dealt with in a consistent and transparent manner. We aim to resolve complaints as quickly as possible, and we view feedback as an opportunity to improve our services and customer experience. This policy applies to all clients, students, and any other individuals who interact with OriGym and wish to raise a complaint.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with us as soon as possible. Complaints can be made via email to support@origym.co.uk, phone, or in writing. We ask that you provide as much detail as possible about the issue, including any relevant dates, names, and other information that will help us understand and address your concerns.

Handling Complaints

Upon receiving a complaint, OriGym will acknowledge your communication promptly and will begin an investigation into the matter. Our team will review the details of your complaint, gathering any necessary information and speaking with relevant staff members as needed. We are committed to handling all complaints with the utmost confidentiality and sensitivity.

Response and Resolution

OriGym aims to resolve all complaints in a timely manner. After our investigation, we will provide you with a clear and detailed response, explaining our findings and any actions we have taken or plan to take in response to your complaint.
If the resolution of your complaint requires more time, we will keep you informed of the progress and provide an estimated timeframe for resolution.

Escalation Process

If you are not satisfied with the response you receive, you have the right to request a further review of your complaint.
This request should be made in writing, and your complaint will then be escalated to a senior member of our management team.

We are committed to ensuring that all complaints are given the attention they deserve, and we will take further steps as necessary to achieve a fair and satisfactory resolution.

Continuous Improvement

OriGym values all feedback, including complaints, as an essential part of our commitment to continuous improvement.
We regularly review complaints and their outcomes to identify trends and areas where we can enhance our services. By doing so, we aim to prevent the recurrence of similar issues and to improve the overall experience for all our clients.

Conclusion

OriGym is dedicated to maintaining high standards of service and is committed to addressing any concerns our clients may have in a professional and constructive manner.

We believe that by handling complaints effectively, we can continue to build trust and ensure the satisfaction of all those who engage with our services. If you have any concerns or wish to make a complaint, please do not hesitate to contact us, and we will do our utmost to assist you.