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Contact us

We always enjoy hearing from our customers and partners. If you would like to get in touch either fill out a form below or get in touch directly with your local facility by clicking one of our options below and a member of our team will help you.

We aim to provide the best services for our customers through the delivery of our vision, mission and strategic aims. The Customer Charter outlines our customer care standards; what you can expect from us and what we expect from you.

ANGUSalive welcomes and values feedback from our customers so we know how well we are doing and what we can do to improve.

Give Feedback or Make a Complaint About an ANGUSalive Service

We value your feedback and are committed to delivering high-quality culture, sport, and leisure services across Angus. If something hasn’t met your expectations, we want to hear from you.

What counts as a complaint?

A complaint is when you tell us you’re unhappy with our service or how we’ve handled something.

If it’s the first time you’re reporting an issue—like a problem with a class booking, a facility issue, or a missing confirmation email, this is classed as a service request, not a complaint.

But if you’ve already told us about the issue and feel it hasn’t been resolved properly, that’s when it becomes a complaint.

For general service issues or first-time reports, please contact our team directly using our Contact Page.

How to provide feedback or make a complaint

If you’re dissatisfied with the service you’ve received from ANGUSalive, you can make a complaint in the following ways:

  • Online using our ANGUSalive Feedback Form
  • Phone: Call our contact centre on 01307 492600
  • In writing: ANGUSalive Head Office, 50-56 West High Street, Forfar, DD8 1BA
  • In person at any of our venues

Our Complaints Process

We follow a two-stage complaints procedure in line with national guidance. We aim to resolve issues quickly and fairly in line with our policies.

Stage One – Frontline Response

We will respond to your complaint within 5 working days, wherever possible.

Stage Two – Investigation

If you’re not satisfied with our response, you can ask us to escalate your complaint to Stage Two. We will:

  • Acknowledge your complaint within 3 working days
  • Confirm what we’re investigating and what you would like us to resolve
  • Provide a full response within 20 working days, unless more time is needed

Some complaints may go straight to Stage Two if they are complex or require detailed investigation.

If You’re Still Not Satisfied

If you remain unhappy after receiving our final response, you can contact the Scottish Public Services Ombudsman (SPSO) to request an independent review.

In some cases, there may be other routes to review (e.g. for services regulated by other bodies), and we’ll advise you accordingly when we respond to your complaint.

Customer Charter

https://angusalive.scot/about-us/customer-charter/

Customer Feedback Privacy Notice

https://angusalive.scot/privacy/customer-feedback-privacy-notice/

More information about our complaints procedure

https://angusalive.scot/more-information-about-our-complaints-procedure/

Unacceptable Actions

https://angusalive.scot/unacceptable-actions/



    Please note we aim to give you a response within 48 hours and we won't be able to provide a response over a weekend.

    Your information will never be passed on to third parties.

    ANGUSalive is the ‘Data Controller’ of the personal data you provide to us. Please refer to our Privacy Policy for further information.

    *Fields Required


    Should you experience any errors when submitting this form, please email bactive@angusalive.scot

      This form is for cancelling or freezing all members on your membership. If you wish to change your membership or remove individuals, please contact your local sports centre for this service.

      Cancellation or Freeze
      Do you wish to cancel or freeze your contract?

      Is this an extension of a Freeze *
      Please tick the box if you are extending the freeze on your contract?

      Is this to cancel your elevate bolt on only?

      Please enter your membership number. Please note that any changes will not be applied unless this information is correct. You can find your membership number by clicking on the QR code (top right) in the ANGUSalive app or by looking at the bank reference number on your bank statement.

      We are sorry you have decided to leave us. If you are on a 'One Year Monthly Direct Debit' membership you are contracted to pay for 12 consecutive months. If you are on a rolling membership or any other agreement you have agreed to pay at least one direct debit payment and the cancellation terms are one FULL month notice period. Please refer to the terms and conditions for further information to avoid unnecessary charges.


      Head Office

      Our postal address is  ANGUSalive Head Office, 50-56 West High Street, Forfar, Angus, DD8 1BA or call us on the number below and member of the team will assist you.

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