Equip CrossFit is committed to always offering the highest level of service to everyone we deal with. In order to do this, we strive to be open and welcoming to any and all feedback and complaints and to deal with these in a timely manner through to a point of resolution where necessary. We treat all complaints seriously and the complainant will be treated with courtesy and fairness at all times. We hope for this to be reciprocated by anyone with a complaint and that our staff will be treated fairly and in a courteous manner. Abusive behaviour will not be tolerated and may result in you being asked to leave. The Member Disciplinary Procedure can be located at the end of this document.

 

• Our email address for suggestions, complaints and the like is info@equipcrossfit.com. This is communicated to all members via ERM015a New Member Welcome Pack, within the members’ Facebook group and is also displayed on our website [www.equipcrossfit.com].

• Staff have been briefed via the staff WhatsApp group to send an email to this address if any members have complained directly to them. Complaints can also be received by letter/telephone/in person and will be logged accordingly as below.

 

• Anonymous complaints do not form part of this procedure and will not be considered valid. They will however be mentioned within our monthly meetings and addressed instead at this time if deemed appropriate

 

• We will deal with complaints in confidence within the training staff team and will acknowledge issues within 5 working days of receipt. The Gym Manager will send a full reply within 20 working days. 

 

• If for any reason we are unable to send a full reply within 20 working days, we will tell you the reason why and also let you know when we will be able to reply in full.

 

• All complaints will be initially logged using ERM028a Complaints Log. The Gym Manager will then correspond via email to try and reach a resolution. (If necessary, any phone calls, face-to-face meetings and/or letters sent will be recorded using ERM027a Communications & Correspondence Log and cross-referenced to the initial complaint number on ERM028a Complaints Log). Outcomes, actions and resolutions to close each incident will be logged on this form.

 

• The Complaints Log will be reviewed bi-annually for trends and further actions to be taken. This will be discussed in internal meetings and recorded via ERM037 Management Review and ERM037a Monthly Staff Meeting Agenda.

 

MEMBER DISCIPLINARY PROCEDURE:

 

Equip CrossFit always seeks to resolve member disciplinary and grievance issues quickly, fairly, transparently, and informally. Disciplinary situations include but are not limited to; misconduct, breach of gym rules and/or policies, harassment of any kind (especially sexual harassment of staff), bullying or behavioural complaints received from other members, or from staff.

 

If a member is subject to a disciplinary, the first stage will be to inform the member verbally. This will be informally recorded on the Complaints Log. Should the issue arise again, a formal meeting with the Gym Manager will be arranged, minutes taken, and a verbal warning given, again with email follow up. If there is a third occurrence, the member will be issued with a formal warning letter. Should problems continue, the member will be asked to leave, and membership terminated. Members are entitled to bring a witness to meetings, and a witness will also be there to represent the business. 

 

As per our gym rules, which all members are required to acknowledge verbally during their onboarding any discrimination, bullying and/or harassment will not be tolerated and will lead to disciplinary action as outlined above. If the behaviour is serious enough, this may constitute gross misconduct by the gym manager and lead to immediate dismissal.

 

Should the member be dissatisfied with any disciplinary decision or dismissal, they should communicate this in writing to the Gym Manager who will arrange for the appeal to be heard by another appropriate person.