We want to get things right, and when we do not, we want to know. This page explains how to make a complaint, what happens next and where to go if you are not happy with our answer.

Before you complain

Most problems are solved fastest by talking to the right people:

For a problem at a club, in a lesson or at an event, tell the club, coach or operator on the day if you can.
For a booking, order, refund or account question, contact us through the Help centre. Many answers are already in the help articles.
For a problem with another member, a message or a review, use Report next to it. See our community guidelines.

How to complain

your name and the email address on your account;
the booking or order number, if there is one;
what went wrong and when;
what you would like us to do to put it right.

If you need help making a complaint, for example because of a disability, tell us and we will make adjustments.

What happens next

We acknowledge your complaint within two working days.
A member of our team who was not involved looks into it. If it involves a club, coach, operator or supplier, we ask for their side too.
We send you a full answer within 14 days. If we need longer, we tell you why and when to expect it.

If you are not happy with our answer, reply and ask for it to be reviewed. A senior person will look at it again and give you our final response within 14 days.

If you are still not satisfied

For complaints about how we use your personal information, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint.
For complaints about card payments, your card provider may be able to help with a chargeback.
For other consumer disputes, you can get free advice from Citizens Advice (or Advice Direct Scotland, or Consumerline in Northern Ireland), and you can take a claim to the small claims court.

Before you complain

How to complain

What happens next

If you are still not satisfied

Contact details

Complaints