Making a complaint

At Castle Leisure we pride ourselves on our customer service. All of our staff members are trained to deal with members' complaints in a professional manner. In the unfortunate event that you are dissatisfied with any aspect of our service, please contact your club General Manager who will be happy to discuss the matter with you.

If you are not satisfied after discussing the matter with your General Manager, please write to Lisa Morgan our Chief Operating Officer at:

Castle Leisure Ltd
1 City Road
CF24 4TQ

In the event that the matter remains unresolved to your satisfaction, you may write to the Chief Executive, Mr J.C. Harris at the address above.

In the event that the matter is a gambling related issue and has still not been resolved to your satisfaction you have the right to refer the matter to:

Independent Betting Adjudication Service

PO Box 62939
London EC3P 3AS
Telephone: 020 7347 5883
Fax: 020 7347 5882


Terms and Conditions

All information regarding policies and prize money is subject to change.
Adverse Weather / Admissions may affect prize money.
All prize money and policies are subject to Manager’s discretion.

Our Company full detailed Terms & Conditions can be found on display in the Reception area of each of our Clubs.


Responsible Gambling

Castle Leisure recognises its responsibilities and obligations to comply with the requirements of the licensing objectives of the Gambling Act 2005 together with the Licensing Conditions and Codes of Practice formulated by the Gambling Commission.

The company supports the licensing objectives which are set out in the Gambling Act 2005, which are:

Preventing gambling from being a source of crime or disorder, being associated with crime or disorder or being used to support crime,
Ensuring that gambling is conducted in a fair and open way and
Protecting children and other vulnerable persons from being harmed or exploited by gambling.

The Company is committed to its training procedures to ensure that all staff fully understand the above obligations.

Helping you Stay in Control

For most people, gambling is a fun and exciting way to enjoy themselves. For a small minority, gambling can become a problem.

Problem gambling can affect men or women of any age although some individuals are more vulnerable than others.
We at Castle are committed to helping our customers stay in control by providing a safe environment and offering support to those who need it.

We help our customers in the following ways:

Staff are trained to provide assistance and advise customers where to find relevant information.

Customers who have become concerned about their gambling habits can 'self-exclude' for a minimum period of six months.

Leaflets are displayed in several discreet locations throughout our clubs. Detail is provided regarding how to recognise and avoid gambling problems at an early stage. 


Health and Safety Statement

Castle Leisure recognises its duty to comply with the Health and Safety at Work Act 1974. The company has robust systems in place in order to create a safe working and visit environment for both our members and employees.

Castle Leisure are the proud holders of three prestigious ‘Sword of Honour’ titles from the British Safety Council. The award recognises outstanding performance and is regarded as a pinnacle of achievement in Health & Safety Management. 

The provision of a safe environment for staff and customers is a constant key focus. It is policy to exceed the minimum requirements of the law where ever possible and to effect this we will provide sufficient resources to meet this commitment. We will continue to provide adequate control of any health and safety risks arising from workplace activities and will maintain safe and healthy working conditions.

Systems are in place which enable maintenance, monitoring and where applicable, improvement of safety performance. These systems facilitate communication and consultation regarding health and safety matters between all levels of the business.

The company expects employees at all levels to exceed their minimum legal duties, detailed in our organisational responsibilities. These include co-operating with the company on safety matters and taking care to ensure their own safety and that of others; whether from within the company or externally, who may be affected by their actions.

Information, instruction, training and supervision as necessary to meet these commitments will be provided to all employees in order to perform their job safely.
All senior managers will be trained in health and safety issues to the IOSH certificate standard. Commitment to health and safety within the business is paramount. The Company Commercial Director, is responsible at Board level with the Commercial Services Executive, NEBOSH certificated coordinating functionally. All General Managers are actively involved with all health and safety matters.

The policy and the way it operates will be reviewed at least annually. Revisions to improve safety performance will be made and reported to employees.