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Complaints Policy

Making Fitness Accessible CIC (“we”, “us”, “our”) is committed to providing a high standard of service, care and professionalism. We welcome feedback and take complaints seriously, as they help us improve what we do. This policy explains how you can raise a concern or complaint, and how we will handle it.

1. Who We Are

Making Fitness Accessible CIC is a Community Interest Company (CIC) providing inclusive fitness and wellbeing opportunities to margenalised communities.

2. How to Make a Complaint

If you have a complaint about our services, or the way we have supported you, please contact us using one of the methods below.

By email: admin@makingfitnessaccessible.com

By post:
Making Fitness Accessible CIC
The Angel Centre
Unit 13, Lodge Lane
Langham, Colchester
Essex, CO4 5NE 

When contacting us, please include as much detail as possible (for example: what happened, dates/times, names of anyone involved, and any supporting information). This helps us look into the issue promptly and thoroughly.

3. How We Handle Complaints

We aim to ensure all complaints are:

  • listened to and investigated properly 

  • handled consistently and fairly 

  • acknowledged promptly and recorded accurately 

  • resolved in a timely and appropriate way 

  • used as an opportunity to learn and improve our services

We will acknowledge your complaint within two working days. We aim to provide a full response within five working days.

If we need more time to investigate, we will write to you within five working days to explain why, and we will aim to provide a final response within a maximum of 30 days.

4. If You Are Not Satisfied

If you are not satisfied with our initial response, please let us know as soon as possible. Your complaint will be reviewed by a more senior member of our team, who will reassess the matter and update you on the outcome.

If you remain dissatisfied, you may wish to seek independent advice or support. (If you’d like, tell me which regulator/sector body you want referenced here and I’ll tailor this section accurately for MFA.)

5. Use of Personal Information

When you make a complaint, you consent to us using the personal information you provide for purposes connected with investigating and responding to your complaint.

We will only share your personal information with third parties where it is necessary to investigate the complaint, and where you have given us permission to do so. Providing permission at the outset may help us resolve your complaint more quickly.

For more information on how we handle personal data, please refer to our Privacy Policy.

6. Changes to This Complaints Policy

We may update this Complaints Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be published, and the revised date will be shown at the top of the policy.

7. Contact Us

If you have any questions about this Complaints Policy or how we handle complaints, please contact us:

Email: info@makingfitnessaccessible.com

Address:
Making Fitness Accessible CIC
The Angel Centre
Unit 13, Lodge Lane
Langham, Colchester
Essex, CO4 5NE

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