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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 contact@phoenix-fitness.com. 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.

Existing Credit Complaints

In the unlikely event that you remain dissatisfied with our final response to any complaint regarding our credit service, you may be entitled to refer it to the Financial Ombudsmen Service. If your complaint relates to how we informed you about, or introduced you to finance, you may have the right to raise it with the Financial Ombudsman Service if we are unable to resolve it within 8 weeks. You will need to contact them within 6 months of our final response. You can contact them on complaint.info@financial-ombudsman.org.uk or 0800 023 4567. Please note that if your finance agreement was interest free and over a term of less than 12 months the Financial Ombudsman Service may not be able to investigate your complaint. If your complaint has been handled by your lender or Deko, you will need to follow the next steps as set out in your lender or Deko’s complaints procedure.