Customer Charter

What you can experience

• Value for money.
• To be greeted in a friendly manner and with a smile in person and on the phone.
• Staff will be professional and courteous at all times; they will listen and respond positively to comments and enquiries.
• We aim to answer all telephone calls within 30 seconds.
• If we can’t answer your call personally, wherever possible you will be able to leave us a message and we will call you back in 2 hours.
• We will regularly check messages that are left on our answer phone.

Your feedback

• We value and welcome your feedback and will respond to your written comments and suggestions within 5 working days.
• We will send feedback forms after each event.
• Whenever possible we will use information to improve our service delivery.
• We will publish information relating to customer consultation and feedback.
• 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 Customer Services Manager by emailing customerservices@clubfreespirit.com or relevant member of staff at the time of your visit.

Alternatively, the Marketing Manager can also be contacted by emailing us at marketing@clubfreespirit.com

How you can help us

• Enjoy yourself
• Respect the environment and the enjoyment of other visitors
• Be courteous and respectful towards us.
• Tell others about your experience and visit us again soon