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Get in touch with David Lloyd Clubs
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Escalation process
At David Lloyd Clubs, we are always listening and commit to resolving any issues members have swiftly.
We do realise that we don’t get things right all the time, however, we try to learn from our mistakes and improve our clubs based on our member’s feedback wherever possible. Many of our policies and procedures are also amended on the basis of member feedback.
We do have a clear company escalation procedure for all member concerns. This ensures that all member concerns are raised with the correct Senior Manager who has been nominated by the company to monitor and investigate issues, discuss our company policies and procedures with members and as such, who has the relevant seniority within the company.
We do advise that service and facility issues do need to be raised at the time they have occurred as we may be unable to address them retrospectively. Any concerns should be escalated as follows:
STAGE 1 – concerns should be raised with a team member at the Club. You can speak directly with any team member or email your Club using the email address with your Club name {Clubname}@davidlloyd.co.uk You can also make an appointment with the team discuss the matter with them or simply get in touch by telephone of course.
STAGE 2 – any further concerns should be raised with the relevant Head of Department at the Club (Sales Manager, Sports Manager, Food and Beverage Manager or Operations Manager) or the Member Relations Manager. You can do this again by email to the email address with your Club name {Clubname}@davidlloyd.co.uk or in writing to the Club’s postal address. If it is easier, you can make an appointment to meet with the relevant Head of Department or discuss the matter with them by telephone.
STAGE 3 – any further concerns should be raised with the General Manager of the Club. You can do this in the same way, by email using the email address with your Club name {Clubname}@davidlloyd.co.uk, by writing to the Club’s postal address or by making an appointment to meet with the General Manager. They are also available to discuss the matter with them by telephone if this is easier for you.
STAGE 4 – any further concerns can be raised with the Regional Manager by email FAO the Regional Manager via [email protected] or in writing to the Head Office postal address (David Lloyd Leisure, PO Box 439, Hatfield, AL10 1EF).
Once the matter has been investigated, the Regional Manager will respond with a formal response on behalf of the company. The Regional Manager is the final level of our company escalation process and will confirm the company’s position.
In the event that any of the steps listed above have been omitted, your concerns would be redirected to the Senior Manager at the next stage in our process. All decisions are taken by the Head of Departments and General Manager of the local Club who are empowered to do so.