Customer complaint terms

Last updated July 2024

We are committed to providing high quality customer experience to all our customers. When something goes wrong, we need you to tell us about it as this will help us to identify problems and ensure that we offer a better service. You can complete a complaint form online by clicking on the button below and selecting the complaint option.

Make a Comment or Complaint

If you have a comment or complaint about any aspect of the service you have received from GLL then please contact us using one of the below methods:

1. Verbal – in centre / in library to a member of staff

2. By Post – to the relevant premises or to head office.

3. By E-mail – to the relevant premises or head office. 

4. Using a Feedback form – and handing it in to a member of staff, or using the drop box at the relevant premises or sending it in by post

5. Via the Website – using the online contact form 

6. By  phone - Contact any of our locations by phone to speak to a member of our customer service team. Each location's phone number can be found on the overview section of their dedicated website page. View our centre finder to search for your nearest location's website page.

Stage 1

• We will attempt to deal with any comments or resolve any complaints notified to us verbally/in person immediately or as soon as possible.
• Complaints made by all other methods will receive a response or confirmation of a resolution or outcome in writing within 3 working days of receiving the complaint . A written response to a complaint made verbally or in person can also be provided if requested. 
• Complex complaints may take additional time to gather necessary information or be triaged to the most appropriate manager. Customers will be notified if this is the case.
• Stage 1 response timelines exclude weekends and bank holidays.

Stage 2

• If you are dissatisfied with the response or decision you have received in stage 1, you may ask for the response / decision to be reviewed.
• This must be done in writing within 15 working days of receiving your stage 1 response.
• A Manager or Head of Department with the relevant experience will review and re-investigate the complaint and the original decision / response, and then provide a further response.
• Serious or high level complaints may be escalated directly to Stage 2. A Manager or Head of Department will review the complaint and the decision / response given and provide a further response.
• Customers should receive a response in writing within 5 working days and will also receive details on the appeal process.

Stage 3

• Appeal Stage - If you remain dissatisfied and feel that the outcome is unfair or incorrect (i.e. not in accordance with policy, procedures or rules) you may appeal to a Senior Manager provided this is received by GLL within 15 working days of the customer receiving the stage 2 response.
• You must submit any appeal in writing, setting out the grounds for appeal.
• The only permitted grounds for appeal are non-adherence to a policy, unfair or incorrect application of rules or policy, new information and evidence supporting your complaint.
• The appeal will be reviewed and considered by a Partnership Manager, Head of Department, or designated equivalent member of staff independent of the subject of the complaint.
• A final response and decision will be issued within 10 working days.
• This decision is final and there is no further stage of appeal.

General

• During a complaint already in stage 1, 2 or 3 only the designated manager or member of staff will handle this complaint, no other member of staff should be approached.
• Customers can only make one complaint about the same incident(s) at a time; we cannot accept multiple complaints about the same issue from the same customer, including complaints made through multiple channels.
• Each complaint stage must conclude before the next stage or further escalation is progressed.
• We cannot take complaints about our complaints policy, processes or handling of the complaint, if a complaint is already in process.
• Complaints relating to our handling of your complaint need to be submitted after you have received your final stage 3 response. You will need to submit a new complaint, which will not be considered an appeal. The new complaint will go directly to stage 3 and be addressed by a different member of staff of the same or higher level of authority independent of the subject matter of the original complaint.

GLL Better will not tolerate any violent, aggressive, threatening or intimidating behaviour towards staff (or other customers or visitors) and will take all reasonable steps to reduce the risk to a level that is as low as is reasonably practicable. Where there are reasonable grounds to believe that a criminal offence has been committed GLL will inform the Police.

Under the GLL rules of admission Duty Managers (in leisure facilities) and Library Managers (in libraries) can at their discretion refuse admission or ask an individual or group to leave the premises where the individual or group fails to observe the rules and conditions of use or for any other reason that warrants it in the Manager’s opinion.

General Managers and Library Managers can impose exclusions for up to 6 months from their specific premises. Partnership Managers can exclude an individual from their specific partnership or all premises within their control, for any period up to one year.

Directors can impose exclusion from all premises for any period of time including permanent exclusion in the most serious of cases.
Any exclusion will be reviewed by the excluding Manager’s line manager prior to final confirmation.

Individuals will be informed of any such exclusion in writing by registered post to the address if known; If the address is not known, the letter will be handed to the customer. It may also be necessary to provide a copy of the letter to the Police. The letter will also set out the effective date and end date (or the length of the exclusion period) and the person to whom any appeal should be directed.

An assessment will take place one month before the expiry of the exclusion period. The assessment will be completed by a senior manager who will evaluate any potential risks, change of circumstance or new information which may have a bearing on whether to allow the customer to return or whether a further exclusion period would be appropriate. You may contact the named manager who made the exclusion decision for an update once the exclusion period has expired.

Customers have a without prejudice opportunity (so not a contractual right) to appeal provided:

• The appeal is submitted in writing
• The appeal is received within 14 days of the date of the exclusions letter

Appeals will be conducted by a senior manager not previously involved in the case. Please note the only permitted grounds for an appeal are:

• that the procedure was not used correctly; or that new evidence has come to light (if the customer wishes to submit any new information or evidence they must send this in with the appeal); and/or
• that the penalty imposed was unduly severe or was disproportionate  to the incident/behaviour/that resulted in the exclusion.

Appeals hearings will not reconsider existing evidence or be convened simply because the appellant is unhappy with the exclusion.

There are three possible outcomes of an appeal:

1. The appeal is dismissed and the exclusion is confirmed
2. The exclusion length could be reduced or increase
3. The appeal is upheld and the exclusion is withdrawn

The reviewing manager’s decision will be confirmed in writing within 14 working days of the appeal submission. This decision will be the final stage of the appeals process. If at the end of the exclusion period the exclusion is extended, the customer will be notified in writing of the new details. Following an exclusion and prior to readmission to one of GLL’s facilities, the senior manager may apply the use of a “Conditions of Readmission Agreement”. This is a document which sets out certain terms and conditions in which the previously excluded customer needs to agree to, and comply with in order to gain readmission.