Trilogy Active Customer Feedback Guide  

 

At Trilogy Active, we’re passionate about delivering excellent service—and your feedback helps us do just that. Whether you’ve had a great experience, want to share a suggestion, or need to raise a concern, we’re here to listen and respond. 

 

We love hearing when things go well, especially when our team goes the extra mile. And if something doesn’t go quite right, we’ll do our best to fix it quickly and learn from it. 

 

We may share your feedback in our promotional materials but rest assured—your personal details will never be published. 

 

 

• Comment A quick suggestion or observation. These help us improve and usually don’t need a reply. 

 

• Compliment A shout-out for great service. We make sure your praise reaches the right team member! 

 

• Complaint Any expression of dissatisfaction—spoken, written, emailed, or otherwise. We take all complaints seriously and aim to resolve them promptly. 

 

 

• Easy ways to share your feedback 

 

• A genuine commitment to listening and improving 

 

• Careful recording of all feedback 

 

• Respectful and timely responses to complaints 

 

• Recognition for staff when you share compliments 

 

• Where a response is required, a written response will be sent, unless we feel a verbal conversation would be more appropriate 

 

 

 

If something goes wrong during your visit, please let the Duty Manager know. They’ll try to resolve it on the spot. 

 

 

 

If you’d prefer to raise a formal complaint, you can reach us via: 

 

• Our website’s “Contact Us” section 

 

• Email: customerservice@trilogyactive.co.uk 

 

• Phone: 03330 439 900 (one of our advisors will take the details from you and submit them on your behalf). 

 

We’ll log your complaint and pass it to the right manager. In some cases, our Customer Service Team may respond directly. 

 

You’ll receive a full reply within 5 working days. If we need more time, we’ll let you know and respond within a further 10 working days. 

 

 

 

Not satisfied with the response. You can request a review by a Senior Manager. Just email us with: 

 

• Why you’d like a further review 

 

• What outcome you’re hoping for (if applicable) 

 

We’ll acknowledge your request within 5 working days and respond within a further 10 working days after a full investigation. 

 

 

 

If you’re still unhappy, you can escalate your complaint to our Managing Director. Please email: 

 

• Your complaint and reason for escalation 

 

• Send to: customerservice@trilogyactive.co.uk 

 

You’ll get an acknowledgement within 5 working days and a final response within a further 20 working days. 

 

 

If we ever need more time than promised, we’ll let you know why and when to expect a full reply.