Policy Document No21
How to make a Comment, Compliment or Complaint
Updated May 2026
Achieve Lifestyle, provide sports and leisure facilities in Egham, and while we aim to offer the highest quality of services possible, we know that things do occasionally go wrong.
Our complaint procedure should help you to tell us if you think something has gone wrong with any of the services or facilities we provide.
How to Comment on the Service You Received
It helps if you can write your comment down, because often this means the facts are clearer. Do not worry if this is not easy for you. There are a number of ways in which you can comment, compliment or complain.
1. In person by calling in to see us.
2. By writing to us.
3. By telephoning us.
4. By emailing us.
5. By completing our customer feedback form online
2. Calling in to see us
You may feel that you can best explain your comment, compliment or complaint by calling in at Egham Orbit, and asking to speak to a member of staff who will direct you to the appropriate staff member.
2. Writing to us
You can make your comment, compliment or complaint in writing by sending us a letter, addressed to Achieve Lifestyle, Egham Orbit, Vicarage Road, Egham, Surrey, TW20 8NL
We endeavour to respond to customer comments as quickly as possible, for a speedy resolution.
During busy times, there can be a delay thus it is anticipated that the latest time for initial responses is between 3-5 working days [NOTE: this does not include generic acknowledgements].
3. Telephoning us
Please telephone 01784 333111 and we will put you through to the right member of staff, if they are available.
4. Email us
Please email to hello@achievelifestyle.co.uk and your correspondence will be forwarded to the appropriate person.
4. Complete Customer Feedback Form
You can complete our online customer feedback form which is located on the Achieve Lifestyle website (located under Leave Feedback section) and this will be passed onto the relevant member of staff
If you have a Complaint
What Can You Expect from Us?
Whatever method you use to contact us, you can expect us to take appropriate action, and we will tell you what action has happened. If the complaint needs further investigation, we will aim to follow the procedure as detailed below:
Stage 1
Your complaint will be handled by a manager in the appropriate section. We will acknowledge your complaint within 5 working days and will provide you with a full response within 10 working days.
Very occasionally, a complaint might be more complex and might require further investigation, which may make our 10-day response target difficult to meet. In such cases, we will let you know what is happening and will advise you when we hope to respond.
Stage 2
If you are not happy with our response you can make a stage 2 complaint which will be dealt with by a senior manager who will review your complaint and the stage 1 response and will respond to you within 10 working days.
Once again, if your complaint requires further investigation, we shall advise you of any delays. The conclusion of stage 2 is the end of Achieve Lifestyle’s formal complaints procedure.
What to do if you are still not satisfied
You are free at any time during the complaints procedure to contact the Chief Executive Officer (CEO).
If you remain Dissatisfied
Having exhausted the formal complaints procedure, you can complain to the Board of Trustees, by addressing your concerns in writing to the Chair of the Board of Trustees and this can be emailed to chairoftrustees@achievelifestyle.co.uk or addressed to Egham Orbit, Vicarage Road, Egham, TW20 8NL.
Contact Via Social Media
We actively use our social media channels to keep you informed about everything happening at Achieve Lifestyle. They also provide a convenient way for you to ask general questions, provide feedback, and engage with our team.
However, social media is not the most appropriate channel for raising complaints. Complaints often require us to gather detailed information, investigate the circumstances, and discuss personal or confidential matters.
To ensure your concerns are handled fairly, thoroughly, and in confidence, we ask that all complaints are submitted through our formal complaints process using the methods outlined in this policy.
This allows us to investigate your concerns properly, maintain confidentiality, and provide you with a full and considered response within our published timescales.
Responses
We understand that comments on social media (Facebook / X / Instagram etc) can be made 24 hours per day, and we try our best to respond throughout the working day whilst our facilities are open, but this is not always possible.
Sharing Information
If you are going to share personal details or photos of any of our programmes or facilities through social media, then you must make sure that you have permission from those involved first.
