Complaints
Policy

Making A Complaint

Start by getting in touch.

The easiest way to raise a complaint is through the Emz Fitness contact page. Please provide as much useful information as you can so Emily can understand what happened and look into the issue properly.

Last updated: 16 August 2026

1. Our approach

Emz Fitness aims to provide a professional, supportive and reliable service. If you are unhappy with any part of your experience, Emily wants to understand what has happened and, where appropriate, take reasonable steps to put things right.

2. How to make a complaint

You can raise a complaint by contacting Emily through the contact form on this website. If you are already communicating with Emily about your training or booking, you can also raise the concern through your existing contact method.

3. What to include

Please include your name, your preferred contact details, what happened, when it happened, any relevant booking or session information and what you would like Emily to consider as a suitable outcome.

4. What happens next

Emily will aim to acknowledge and review your complaint as soon as reasonably possible. Depending on the issue, she may need to ask you for more information before giving a full response.

If the matter takes longer to review, Emily will aim to keep you informed rather than leaving the complaint without an update.

5. Possible outcomes

The appropriate outcome will depend on the circumstances. This may include an explanation, an apology, clarification of what happened, rearranging a session, a refund or partial refund where appropriate, or changes intended to improve the service in future.

6. Respectful communication

Complaints will be taken seriously and handled respectfully. Emz Fitness also expects communication to remain respectful. Threatening, abusive, discriminatory or seriously inappropriate behaviour may result in communication or services being restricted or ended where appropriate.

7. Complaint records

Emz Fitness may keep appropriate records of complaints, relevant correspondence and outcomes where necessary for managing the service, responding to the complaint, improving the business or meeting applicable legal, insurance or record-keeping requirements.

8. Third-party services

If a complaint relates to a third-party booking system, payment provider, venue, form provider or another external service, Emily will help where reasonably possible. You may also need to contact the relevant provider directly if the issue sits within their service.

9. If you are still unhappy

If you are not satisfied with the response, please let Emily know why and provide any additional information you believe should be considered. The matter can then be reviewed again in light of that information.

10. Contact

To raise a complaint or provide service feedback, please use the Emz Fitness contact page and include enough information for Emily to identify and review the issue.