Complaints & Incident Procedure

How We Handle Complaints at LTC

Purpose:

To ensure all complaints from members, visitors, or staff are addressed promptly, fairly, and consistently to maintain a safe and welcoming gym environment.

1. Receive the Complaint

  • In Person, by phone, by email.

  • You will be asked to document the incident via our online form so we have clear, concise information to work from.

2. Acknowledge the Complaint

  • Acknowledgement will come as immediately as possible. Please be aware we are not available 24/7 and will occasionally be out of area or etc that may slow our response time. While our intent is to respond immediately, please allow 1-5 days for a first response.

  • If your incident is immediate, there was a threat of violence or force, or etc, please contact the Police.

3. Record the Complaint

  • Complete the Incident/Complaint Form.

  • You will be asked for:

    • Names of individuals involved

    • Witnesses (if any)

    • Description of the issue

    • Date, time, and location

    • Any photos or evidence if applicable

4. LTC will escalate serious incidents immediately

  • Violence, threat of violence, hate speech, or sexual misconduct should be reported to the authorities immediately.

  • Urgent or serious incidents (e.g., safety, harassment, discrimination) will be escalated by LTC immediately.

  • Violence, threat of violence, hate speech, or sexual misconduct will be reported to the authorities by LTC immediately.

  • The perpetrators membership(s) will be paused until authorities have investigated the issue. 

  • Permanent removal of the member will occur immediately if there is significant evidence.

  • As a private company, LTC reserves the right to remove members as we see fit.

5. Investigate the Complaint

  • Management will:

    • Interview those involved (including witnesses, as necessary)

    • Review any CCTV footage if necessary

    • Maintain confidentiality as much as possible

  • Investigations should be done within 2–5 business days where feasible.

  • Our investigations are for the safety and benefit of our members and facility only. Criminal misconduct reports will be sent to the police as necessary.

6. Resolve the Complaint

  • Based on findings, take appropriate action:

    • Warning or disciplinary action if necessary

    • Offer apology, refund, or service compensation (if applicable)

    • Adjust gym policies or staff training (if systemic issues are found)

  • Document the resolution and actions taken.

7. Communicate the Outcome

  • Inform the complainant of the outcome, either verbally or in writing.

  • Be clear, respectful, and maintain confidentiality of other parties involved.

  • Allow the complainant to provide feedback or appeal if unsatisfied.

8. Follow-Up

  • Check in with the complainant (if appropriate) after a few days to ensure the issue is resolved.

  • Monitor for repeat issues or patterns.

9. Recordkeeping

  • Keep all complaint records securely on file for a minimum of [e.g. 12 months].

  • Ensure records are accessible to management but protected from public access.

10. Review & Improve

  • LTC will continue to review, update, and improve our procedures.