Complaints
When the studio gets it wrong
A machine that is not right comes off the floor the moment someone notices. A complaint is treated the same way: dealt with straight away, in writing, and closed only when you have a full answer.
This procedure covers anything the studio does: the website, the member account, how your details are used, and, once the studio opens, the sessions themselves.
Tell the studio
Write to classes@extremepilates.live with “Complaint” in the subject, or, once the studio is open, tell the instructor and it is written down for you there and then. Visit and contact says when the mail is read.
What helps
- Who you are, and the email on your account if there is one
- What went wrong, and on which day
- The outcome you are after
What happens next
Five steps, the same for every complaint, with the times the studio holds itself to. Working days are Monday to Friday, outside Scottish public holidays.
Acknowledged
Within three working days, saying who is dealing with it.
Looked into
What happened is checked, including anything held in your account. You may be asked a question.
A full answer
Within twenty working days: what happened, what the studio will do and why. Should it take longer, you hear the reason and a new date.
Put right
Whatever was agreed is done, and you are told when it is.
Final response
The answer that closes the complaint is marked as the studio’s final response, so you know where you stand.
If you are still unhappy
The routes open to anyone in Scotland, with no membership needed.
Advice Direct Scotland
Free, impartial consumer advice for people in Scotland, including on how to take a complaint further: consumeradvice.scot.
Simple procedure
The sheriff court route for smaller claims in Scotland, designed so you can bring it yourself, without a lawyer. Guidance comes from the Scottish Courts and Tribunals Service: scotcourts.gov.uk.
Outside Scotland
For someone living in England or Wales, the equivalent help comes from Citizens Advice’s consumer service: citizensadvice.org.uk.
The studio does not belong to an alternative dispute resolution scheme. If you suggest one, it will tell you whether it agrees to use it.
A complaint about your data
Write to the studio first if you can, with “Privacy” in the subject: it is answered within one month. The Information Commissioner’s Office takes data complaints directly too: ico.org.uk/make-a-complaint, or 0303 123 1113. What the studio keeps is set out in the privacy notice.