Last updated April 2025
Our customer exclusions policy allows us to refuse entry or suspend customers from our buildings and facilities who breach our terms and conditions, applicable laws or the safety of our customers, staff and buildings.
Terms
GLL Better will not tolerate any violent, aggressive, threatening, intimidating behaviour or behaviour that we deem inappropriate towards staff (or other customers or visitors) and will take all reasonable steps to reduce the risk to a level that is as low as is reasonably practicable. Where there are reasonable grounds to believe that a criminal offence has been committed, GLL will inform the Police.
Under the GLL rules of admission Duty Managers (in leisure facilities) and Library Managers (in libraries) can at their discretion refuse admission or ask an individual or group to leave the premises where the individual or group fails to observe the rules and conditions of use or for any other reason that warrants it in the Manager’s opinion.
General Managers and Library Managers can impose exclusions for up to 6 months from their specific premises. Partnership Managers can exclude an individual from their specific partnership or all premises within their control, for any period up to one year.
Directors can impose exclusion from all premises for any time, including permanent exclusion in the most serious of cases.
Any exclusion will be reviewed by the excluding Manager’s line manager before final confirmation.
Individuals will be informed of any such exclusion in writing by registered post to the address if known; If the address is not known, the letter will be handed to the customer. It may also be necessary to provide a copy of the letter to the Police. The letter will also set out the effective date and end date (or the length of the exclusion period) and the person to whom any appeal should be directed.
A record of the exclusion will be kept as long as necessary and in line with our privacy notice.
An assessment will occur one month before the expiry of the exclusion period. The assessment will be completed by a senior manager who will evaluate any potential risks, change of circumstance or new information which may have a bearing on whether to allow the customer to return or whether a further exclusion period would be appropriate. You may contact the named manager who made the exclusion decision for an update once the exclusion period has expired.
Appeals
Customers have a without prejudice opportunity (so not a contractual right) to appeal provided:
- The appeal is submitted in writing
- The appeal is received within 14 days of the date of the exclusions letter
Appeals will be conducted by a senior manager not previously involved in the case. Please note the only permitted grounds for an appeal are:
- that the procedure was not used correctly; or that new evidence has come to light (if the customer wishes to submit any new information or evidence they must send this in with the appeal); and/or
- that the penalty imposed was unduly severe or was disproportionate to the incident/behaviour/that resulted in the exclusion.
Appeals hearings will not reconsider existing evidence or be convened simply because the appellant is unhappy with the exclusion.
There are three possible outcomes of an appeal:
- The appeal is dismissed and the exclusion is confirmed
- The exclusion length could be reduced or increase
- The appeal is upheld and the exclusion is withdrawn
The reviewing manager’s decision will be confirmed in writing within 14 working days of the appeal submission. This decision will be the final stage of the appeals process. If at the end of the exclusion period the exclusion is extended, the customer will be notified in writing of the new details. Following an exclusion and prior to readmission to one of GLL’s facilities, the senior manager may apply the use of a “Conditions of Readmission Agreement”. This is a document which sets out certain terms and conditions in which the previously excluded customer needs to agree to, and comply with in order to gain readmission.