Complaints Procedure at Take Wellness: Concern to Resolution

At Take Wellness, we pride ourselves on delivering award-winning wellness experiences whether it is hot tubs, swim spas, or saunas. We also deeply value your feedback. If something falls short, our structured complaints procedure aims to address issues quickly, fairly and with transparency. So with that spirit in mind we would like to take you through the process of raising any issues that you might have and how we resolve them.

1. Raising Your Concern 

No matter how small or urgent the issue, we are here to listen. You can raise a complaint via:

• Email: info@takewellness.co.uk

• Phone: Cheltenham - 01242 228792, South Wales - 01443 804310

• In-person: Cheltenham or South Wales Showrooms
  
  

When contacting us, please provide:

• Your name and contact details

• Date, location, and specifics of the concern

• Desired outcome or resolution

2. Acknowledgement & Initial Response

We aim to acknowledge your complaint within 5 Days. We’ll outline:

• Who is handling your case

• The expected timeline for resolution

• What to expect next in the process

3. Investigation & Resolution Pathways

A. Quick Resolution (e.g. filter issue during a weekly clean)

If the complaint can be resolved within 3 business days (like rebalancing water, replacing a filter, or rescheduling a session), we’ll act swiftly and confirm the outcome to you.

B. Standard Investigation (e.g. recurring issue with hot tub or upkeep concerns)

For more involved matters, whether it is a technical problem with a hot tub, inconsistency in water treatment in a swim spa, or malfunction in a sauna, our process includes:

1. Assessment: Determine whether we are solely responsible or if third-party involvement (such as manufacturers) is needed.

2. Escalation: If third-party involvement is needed, we'll notify you within 5 business days and keep managing our part transparently.

3. Timeline: If not resolved within 4 weeks, we’ll update you with progress and revised timing expectations. We aim to resolve most issues within 8 weeks, unless an exception arises

4. Escalation Steps

If you're not satisfied with the original resolution:

• Stage 1: Informal review, your issue is re-examined by a senior technician or service manager.

• Stage 2: Formal escalation, elevated to Director level for further review, typically with a fresh investigation and response promised within 10 business days.

5. Final Resolution & Follow-Up

Once fully resolved, we will notify you and confirm whether you're satisfied. Take Wellness is committed to your well-being and satisfaction. We welcome your feedback at every touchpoint, and rest assured we will do what it takes to address your concerns promptly and  effectively.

Why This Matters

By following a fair and transparent procedure, from quick fixes to senior escalations we ensure:

• Customer concerns are taken seriously and resolved empathetically
  

• Trust remains at the heart of our relationship through professionalism
  

• Continual learning from feedback, leading to better service quality