Our Customer Charter
Our Commitment To You
We are committed to providing exceptional venues, products and services for everyone, along with excellent personalised customer service and value-for-money experiences through a range of high-quality fitness, sports, recreational and health-improving activities.
Our Service
- Provide a range of accessible products, services and programmes that meet our vision and customer expectations in a secure, safe, clean and friendly environment.
- Acknowledge when we get things wrong and work with customers to put them right.
Our Staff Will…
- Respect all and make customers and visitors feel welcome.
- Provide prompt, personal, friendly, courteous and efficient service and always remain professional.
- Strive to excel in providing excellent customer service through continuous improvement.
- Actively seek feedback on our venues, products and services to ensure they meet customer needs.
- Ensure all team members are recognisable by wearing a uniform and name badge.
- Endeavour to answer 80% of telephone calls within 60 seconds.
- Maintain our website (www.fifeleisure.org.uk) with relevant and up-to-date information that is easily understood and accessible.
- Respond to enquiries and posts on our social media platforms that encourage interaction and feedback.
- Build on and maintain our customer service quality grading.
Our Venues
- Provide venues that are clean, well maintained and safe.
- Ensure cleaning standards are maintained regardless of the time of day.
- Keep the temperature of activity areas suitable for individual sessions.
- Ensure all equipment is fit for purpose.
We Ask Our Customers To…
- Respect that we operate a policy of Zero Tolerance of Anti Social Behaviour and Acts of Violence in the Workplace.
- Use our services and products within the Venue Rules and Terms and Conditions that we apply, including The Health Commitment Statement.
- Enjoy your visit and tell your friends about our venues, products and services.
- Tell us when we get it right or wrong, including feedback on how you think we can improve.
Ways You Can Get In Touch With Us
- In person at reception or speak to our duty management team.
- Our new ‘Talk to Us’ online service.
Find Your Venue
- Beacon Leisure Centre
- Bowhill Swimming Pool
- Carnegie Leisure Centre
- Cowdenbeath Leisure Centre
- Cupar Sports Centre
- Dalgety Bay Sports and Leisure Centre
- Duloch Leisure Centre
- East Sands Leisure Centre
- Kirkcaldy Leisure Centre
- Levenmouth Swimming Pool and Sports Centre
- Lumphinnans Sports Hub
- Michael Woods Sports and Leisure Centre
- Pitreavie Athletics Centre
- Waterstone Crook Sports Centre
Duloch Leisure Centre
Nightingale Place,
Dunfermline,
KY11 8LW
Waterstone Crook Sports Centre
Kirk Road,
Newport-on-Tay,
DD6 8HY
Pitreavie Athletics Centre
Queensferry Road,
Dunfermline,
KY11 8PP
Michael Woods Sports and Leisure Centre
Viewfield,
Glenrothes,
KY6 2RD
Lumphinnans Sports Hub
Lumphinnans Sports Hub, Gagarin Way, Lumphinnans, Cowdenbeath, KY4 9HW
Levenmouth Swimming Pool and Sports Centre
Promenade,
Leven,
KY8 4PA
Kirkcaldy Leisure Centre
Esplanade,
Kirkcaldy,
KY1 1HR
East Sands Leisure Centre
St Mary Street,
St Andrews,
KY16 8LH
Dalgety Bay Sports and Leisure Centre
Harbour Drive,
Dalgety Bay,
KY11 9NA
Cupar Sports Centre
Carslogie Road,
Cupar,
KY15 4HY
Cowdenbeath Leisure Centre
Pit Road,
Cowdenbeath,
KY4 9NN
Carnegie Leisure Centre
46 Pilmuir Street,
Dunfermline,
KY12 0QE
Bowhill Swimming Pool
Station Road,
Cardenden,
Lochgelly,
KY5 0BW
Beacon Leisure Centre
Lammerlaws Road,
Burntisland,
KY3 9BS
Find Your Venue
- Beacon Leisure Centre
- Bowhill Swimming Pool
- Carnegie Leisure Centre
- Cowdenbeath Leisure Centre
- Cupar Sports Centre
- Dalgety Bay Sports and Leisure Centre
- Duloch Leisure Centre
- East Sands Leisure Centre
- Kirkcaldy Leisure Centre
- Levenmouth Swimming Pool and Sports Centre
- Lumphinnans Sports Hub
- Michael Woods Sports and Leisure Centre
- Pitreavie Athletics Centre
- Waterstone Crook Sports Centre
Duloch Leisure Centre
Nightingale Place,
Dunfermline,
KY11 8LW
Waterstone Crook Sports Centre
Kirk Road,
Newport-on-Tay,
DD6 8HY
Pitreavie Athletics Centre
Queensferry Road,
Dunfermline,
KY11 8PP
Michael Woods Sports and Leisure Centre
Viewfield,
Glenrothes,
KY6 2RD
Lumphinnans Sports Hub
Lumphinnans Sports Hub, Gagarin Way, Lumphinnans, Cowdenbeath, KY4 9HW
Levenmouth Swimming Pool and Sports Centre
Promenade,
Leven,
KY8 4PA
Kirkcaldy Leisure Centre
Esplanade,
Kirkcaldy,
KY1 1HR
East Sands Leisure Centre
St Mary Street,
St Andrews,
KY16 8LH
Dalgety Bay Sports and Leisure Centre
Harbour Drive,
Dalgety Bay,
KY11 9NA
Cupar Sports Centre
Carslogie Road,
Cupar,
KY15 4HY
Cowdenbeath Leisure Centre
Pit Road,
Cowdenbeath,
KY4 9NN
Carnegie Leisure Centre
46 Pilmuir Street,
Dunfermline,
KY12 0QE
Bowhill Swimming Pool
Station Road,
Cardenden,
Lochgelly,
KY5 0BW
Beacon Leisure Centre
Lammerlaws Road,
Burntisland,
KY3 9BS