Customer Charter
Our Commitment to You: The Trilogy Active Customer Charter
What you can experience;
Value for money.
To be greeted in a friendly manner and with a smile.
Staff will be professional and courteous at all times, they will listen and respond positively to comments and enquiries.
We aim to answer 96% of all calls coming through our contact centre, and we aim to answer 94% of these within 2 minutes.
We are committed to providing a clean, safe and comfortable environment for all of our customers, and our centres will be cleaned daily to a planned schedule.
We will endeavour to rectify any drop in standards immediately and if this is not possible the area will be put ‘out of action’ until it can be made fit for purpose.
All of our staff will be identifiable and dressed in appropriate uniform.
A ‘Manager on Duty’ or member of staff will be available to speak to you at all times.
Your Feedback;
We value and welcome your feedback and will respond to your written comments and suggestions within 5 working days.
We work hard to continuously improve our services and are committed to providing excellent customer care, good quality services and a great experience. We’d like to know when you’re pleased with our service and welcome your feedback.
We would also welcome your suggestions and realise that sometimes things can go wrong. If they do, please tell us before you leave so that we can put them right and make improvements.
In the first instance, please contact the ‘Manager on Duty’ or relevant member of staff at the time of your visit.
Alternatively, you can contact our Customer Services Team via email customerservice@trilogyactive.co.uk or telephone our Contact Centre on 03330 439 900 and feedback to one of our advisers.
Code of Conduct and Safer Spaces
How can we help each other – staff and customers alike
Enjoy yourself.
Respect the environment and the enjoyment of others.
Assist us in providing facilities that are welcoming, comfortable, and safe for everyone.
Be courteous, respectful, and mindful of one’s language towards each other.
We strictly prohibit harmful behaviours, including sexual harassment, bullying, discrimination, and hateful speech.
Report any behaviour or language that is inappropriate.
Customers and staff should not engage in behaviours that put themselves or others at risk.
Report any area of dissatisfaction during your visit.
Tell others about your experience and visit us again soon.