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Complaints Policy

Complaints Policy

New Complaints

We at Phoenix Fitness take complaints very seriously and aim to resolve them as quickly as possible and to the complete satisfaction of our customers. If you have a complaint, we would like to hear from you. You can contact us directly by telephone on 01530 810970 or email us at When you raise your complaint with us, please provide us with your order number, full name, address, the reason for your complaint and details of any individual you’ve spoken to. Any complaint verbal or written will be referred to the relevant department manager, and to our general manager at the earliest opportunity. We will also acknowledge your complaint in writing promptly and make contact to seek clarification on any points where necessary. We will complete a full investigation working with the relevant department manager to establish to nature and scope of your complaint and identify what has happened. We will keep you informed throughout the process and discuss our findings as well as our proposed response with you. We will give you our final response as soon as possible and no later than eight weeks after we received your complaint. We will consider a complaint closed when we have made our final response to you. Our intention is always to provide a fair outcome for all parties; this outcome does not affect your legal statutory rights. 

Existing Product/Service Complaints

If you are not happy with our final response and resolution of your complaint, the following options are available to you. If your complaint relates to our product or service, please let us know what we’ve not got right for you and our general manager will consider what else we can do to resolve your complaint.