Feedback and complaints

If you want to share any feedback with us about Burntwood or Lichfield, Friary Grange leisure centres, good or bad, please contact the relevant leisure centre teams direct as a first step – to see if they can help.

Where we are at fault, our teams will always do our best to put things right.

LWMTS logo

If you are unsatisfied with our team’s response to your concerns, please put your complaint in writing – either by email or letter.

Burntwood Leisure Centre
High Street, Chasetown, Burntwood,
Staffordshire WS7 3XH

Friary Grange Leisure Centre
Eastern Avenue, Lichfield,
Staffordshire WS13 7SQ

The centres are managed by Lichfield West Midlands Traded Services Ltd (LWMTS). As such, the LWMTS team will investigate your complaint and will aim to respond to you within 20 working days.

Once you receive a response, and should you remain unsatisfied, please ask the LWMTS team to escalate your complaint to Lichfield District Council which commissions LWMTS to run the leisure centres on its behalf.

The council will aim to respond to your complaint within 20 working days.

If you remain unsatisfied with the council’s response, you can then escalate your complaint to the Local Government & Social Care Ombudsman (LGSCO).

Other complaints

If you have a complaint about King Edwards VI Sports Centre, please contact the centre direct. The sports centre is managed by King Edward VI school and all complaints are handled directly by that organisation.

If you have a complaint about this website, or about activities delivered by the council’s Sports Development Team, please call 01543 308835 or email the team.

Key facts

  • Lichfield District Council will not investigate any complaints unless you have first reported them formally to LWMTS and received a response.
  • The LGSCO will be unlikely to investigate any complaints unless they have been through LWMTS’ and Lichfield District Council’s complaints processes, and you have received a formal response from both organisations.
  • You will not be treated adversely as a result of making a complaint.
  • Whilst anonymous complaints will be investigated as far as possible, we would encourage you to provide your contact details so we can properly investigate your complaint and provide a report on the outcomes and positive actions we have taken as a result of your complaint.
  • In line with LWMTS’ leisure centre privacy notice and the council’s privacy notice, the information you provide as part of your complaint will be protected under the Data Protection Act 1998.
  • In order to process your complaint however, it may be necessary to pass the details to a relevant third party (the identity of the person making a complaint will only be made known to those who consider the complaint and not revealed to any other person, or made public by us). This is detailed in LWMTS’ privacy notice and the council’s privacy notice. If you do not want this information passing on, please let us know.
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