At Fitness Brain, we strive to provide our users with accurate and reliable information, guides and product reviews to assist them in making informed decisions about fitness-related products. We take complaints seriously as they offer valuable feedback and give us an opportunity to improve our content processes.
This Complaints Policy outlines the procedure for users who wish to raise a complaint regarding our website, content, or services.
1. Complaint Submission
Complaints can be submitted through two methods:
a) Email: Users can send their complaints via email to firstname.lastname@example.org. Please ensure that the subject line of the email includes “Complaint” for easy identification.
b) In Writing: Users can also submit complaints in writing by sending a letter to the following address:
Online Fit Limited, Kemp House, 160 City Road, London, United Kingdom, EC1V 2NX.
2. Information to Include in the Complaint
To facilitate prompt and effective resolution, complainants should include the following information:
- Full Name
- Email Address (if submitting the complaint via email)
- Postal Address (if submitting the complaint in writing)
- Contact Number (optional but helpful for communication purposes)
- Detailed description of the complaint, including relevant dates, products, and specific concerns.
3. Acknowledgment of Complaint
Upon receiving a complaint, Fitness Brain will acknowledge its receipt within five working days. The acknowledgment will be sent to the complainant’s provided email address or via postal mail.
4. Complaint Investigation
Fitness Brain will thoroughly investigate the complaint to understand the nature of the issue and identify the underlying problem. This investigation may involve reviewing the content in question, communicating with relevant parties, and analyzing any available data.
5. Complaint Resolution
Fitness Brain aims to resolve complaints promptly and fairly. Depending on the complexity of the issue, the resolution process may take up to 30 days from the date of acknowledgment. If the resolution requires additional time, the complainant will be informed with an estimated timeframe for the resolution.
6. Communication and Updates
Throughout the investigation and resolution process, Fitness Brain will keep the complainant informed about the progress and any updates related to their complaint.
7. Final Decision
Once the complaint has been thoroughly investigated, Fitness Brain will reach a final decision. If the complaint is deemed valid, appropriate actions will be taken to address the issue, which may include content correction, updates to our processes, or other necessary measures.
If the complainant is dissatisfied with the resolution provided by Fitness Brain, they may appeal the decision. Appeals must be made in writing and sent to the previously mentioned address or emailed to email@example.com. The appeal will undergo further review by a designated appeals officer.
9. Privacy and Confidentiality
Fitness Brain will handle all complaints and related information with the utmost confidentiality and in compliance with relevant data protection laws and regulations.
10. Feedback and Improvements
We encourage users to provide feedback on our Complaints Policy and its effectiveness in addressing complaints. Feedback can be sent to firstname.lastname@example.org.
We are committed to continuously improving our services and ensuring the best possible user experience on Fitness Brain.
Note: This Complaints Policy is subject to change. Users are advised to check the latest version on the Fitness Brain website. This policy was last updated on 28th July 2023.