Gym complaints

We can:

• Direct the retailer to take, or desist from taking, certain steps – such as providing a refund or exchange or issuing a formal apology.
• Direct the retailer to pay you a financial award by way of compensation (up to £25,000) for proven financial loss – where appropriate and applicable.

If the retailer/trader is a member of RetailADR, they will be contractually obligated to implement our decision. However, if the retailer is not a member it will be within their discretion, although in most circumstances we would expect non-member retailers to reconsider their position.

Consumers are not bound by our recommendations or decision unless you agree to be bound. If you do not agree to be bound and you are unhappy with the outcome, you can still take your complaint elsewhere (such as to court).

It’s vitally important that you complete the complaint form as thoroughly as possible. We need to know precisely what your complaint is and how it has arisen.

We base our decisions on the information and evidence provided to us. Where we have to decide on a matter of fact we do so on the balance of probabilities (that is which version of events is more likely to be accurate).

We, therefore, advise that both consumers and retailers provide as much supporting evidence as possible, such as:

• receipts
• photographs
• etc..