Complaints Policy

At Fitness Superstore, we aim to provide the best possible service for all of our customers. However, if you not completely happy with our service, we would like to hear about it so we can resolve any outstanding issues or make improvements to our service going forward.

This policy outlines the process for making a complaint and the steps we will take to resolve the issue.

How to send a complaint

If you wish to submit a written complaint about any of our services, you can write to:

 

Complaints Manager

Fitness Superstore

13 Gatelodge Close

Round Spinney

Northampton

NN3 8RJ

 

Or email:

 

[email protected]

 

When making a complaint, please provide us with the following information:

 

• Your name, email address and phone number
• Your order number, if applicable
• Details of your complaint
• Any relevant correspondence or documents

Response Timeline

We aim to respond to all complaints within seven working days (Monday to Friday). If your issue is more complex, it may take longer for us to investigate; in this event, we will acknowledge your correspondence, let you know why we have not responded, and how long we expect it to take to come to a resolution.

Once we have investigated your complaint, we will email you with a summary of our findings and a solution to the issue (if applicable).