Complaints Policy for Members
Table of Contents
- Introduction
- How you can complain
- What we’ll do and when
- Who are the relevant contacts
- What you can do if you’re still not happy
- What contact details do you need
Introduction
We know we are not always perfect, and we understand that how we handle a complaint can be the difference between you continuing to live happily ever active with us, or not. We aim to do the right thing and get the fairest possible outcome for you, our members, and Vostro World. Our complaints policy is designed to enable you to speak with the most relevant contacts, within a reasonable time frame, to achieve the right outcome.
How you can complain
We are always here to listen, understand and work with you to resolve your complaint. The most efficient way to make a complaint is via the feedback forms displayed at our receptions at our branches. Please head to the club feedback section. You can also log your concerns face to face in the club, over the phone or via email.
In Club
If you are unhappy during a visit to one of our clubs, we hope that we create an environment where you feel comfortable raising your concerns to the club team. Please privately speak to a member of the team, and outline your complaint. The team member will aim to resolve your complaint at the time. If they are unable to do so, they will request for the relevant head of department or experienced leader on shift (if the head of department is unavailable), to speak with and work with you, towards a resolution.
Over the Phone
What we’ll do and when
Upon receiving your complaint, the member of the team you have spoken with will take ownership. They will investigate your query, speaking with all relevant contacts within Vostro World. Once their investigation is complete, they will get back in contact with you, to discuss a proposed resolution/outcome. We will aim to resolve this for you, within 48 hours.
Who are the relevant contacts
The relevant head of department will depend on the category of your complaint:
- Service levels and/or standards – Club head of operations
- Club facility (equipment/fixtures and fittings) – Club head of operations
- Group Exercise – Club head of exercise experience
- Personal Training – Club personal training manager
- Freeze, cancellations or payments – Club head of membership
What can you do if you’re still not happy
If you are unhappy with the proposed resolution/outcome, you should escalate your complaint, following the escalation route as outlined below:
Any complaints sent to/received by our Executive Team/ Directors will be handed over to our Head Office Customer Service Manager.
What contact details do you need
The club team contact information will depend on the club your complaint relates to and the category of your complaint. Please use the information below to identify the relevant contact.
F-11 Branch Address:
- Vostro World, Plot 14, Banks Square Plaza, F-11 Markaz, Islamabad.
- F-11 Branch Landline: +92 (51) 8733383
G-13 Branch Address:
- Vostro World, 1st floor, Plot 3, Market 4, G-13/2, Islamabad.
- G-13 Branch Landline: +92 (51) 8733386
Sargodha Branch Address:
- Vostro World, 3rd Floor, Burj Huraira, Satellite Town, Zafar Ullah Road, Sargodha.
- Sargodha Branch Landline: +92 (48) 3252805