Complaints Procedure

Last updated: 18 October 2026

We want everyone to enjoy training at BoxcleverLDN. If something isn't right, please tell us so we can put it right.

Step 1: Talk to us

Many issues can be sorted out quickly by speaking to your coach or a member of staff at the gym.

Step 2: Make a complaint

If you'd prefer to put it in writing, or the issue isn't resolved, email hi@boxcleverldn.com with "Complaint" in the subject line. Please include your name, what happened, the date and anything you'd like us to do. You can also call 020 4618 1120.

What happens next

• We'll acknowledge your complaint within 2 working days.

• We'll look into it and send you a full response within 10 working days. If we need longer, we'll tell you why and when you can expect a reply.

Step 3: Ask for a review

If you're not happy with our response, reply to say so and the complaint will be reviewed by our General Manager. They'll respond within 10 working days of your request.

If you're still not satisfied

You can get free, impartial advice from the Citizens Advice consumer helpline on 0808 223 1133. Safeguarding concerns about a child should never wait for this process. Contact our Centre Manager straight away on 020 4618 1120 or at hi@boxcleverldn.com, and in an emergency call 999.

Data protection complaints

For complaints about how we handle your personal data, see our Privacy Policy. You also have the right to complain to the Information Commissioner's Office (ico.org.uk).