Complaints Policy

Equip4Gyms

1. Purpose

This Complaints Policy sets out the procedure by which customers may raise a complaint relating to products or services supplied by Equip4Gyms and explains how such complaints will be handled.

2. Making a Complaint

Customers wishing to make a complaint should do so in writing or by telephone using the contact details below:

• Email: sales@gymequipmenttrader.co.uk
• Telephone: 01554 370 163
• Postal Address: Equip4Gyms, Owens Warehouse, Ysbitty Road, Llanelli, SA14 9TG, United Kingdom

To assist us in investigating the complaint, customers should provide:

• Full name and contact details
• Order number or proof of purchase
• A clear description of the complaint
• Any supporting evidence, including photographs where applicable

3. Acknowledgement and Investigation

• All complaints will be acknowledged within three (3) working days of receipt.
• We will investigate the complaint and aim to provide a substantive written response within fourteen (14) working days.
• Where additional time is required, the customer will be informed of the reason for the delay and the expected timeframe for resolution.

4. Resolution

Following investigation, we will determine an appropriate outcome which may include, but is not limited to:

• Replacement of goods
• Repair of goods
• Full or partial refund
• Any other remedy deemed reasonable in the circumstances

Any refunds approved will be processed using the original method of payment and in accordance with our Returns and Refunds Policy.

5. Escalation

If a customer is dissatisfied with the outcome of their complaint, they may request that the matter be reviewed by a senior member of our management team. Requests for escalation should be made in writing.

6. Statutory Rights

Nothing in this Complaints Policy affects or limits a customer’s statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015.

7. Governing Law

This Complaints Policy shall be governed by and construed in accordance with the laws of England and Wales.

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Align this precisely with UK Trading Standards language

Below is a UK Trading Standards–aligned Complaints Policy, written in formal, regulatory-appropriate language and consistent with guidance from Citizens Advice, Trading Standards, and UK consumer law.
It is suitable for a website policy page, Terms & Conditions, or compliance documentation.

Complaints Policy

Equip4Gyms

1. Scope and Purpose

This Complaints Policy explains how customers may raise a complaint relating to goods or services supplied by Equip4Gyms and how such complaints will be handled.
This policy is intended to ensure complaints are dealt with fairly, consistently, and in accordance with UK consumer protection legislation.

2. How to Make a Complaint

Customers may submit a complaint using one of the following methods:

• Email: sales@gymequipmenttrader.co.uk
• Telephone: 01554 370 163
• Post: Equip4Gyms, Owens Warehouse, Ysbitty Road, Llanelli, SA14 9TG, United Kingdom

To enable us to investigate the complaint efficiently, customers should provide:

• Full name and contact details
• Order number or other proof of purchase
• A clear description of the issue
• Any relevant supporting evidence (for example, photographs of faulty or damaged goods)

3. Acknowledgement and Investigation

• All complaints will be acknowledged within three (3) working days of receipt.
• Complaints will be investigated promptly and fairly.
• We aim to provide a full written response within fourteen (14) working days of acknowledgement.
• Where it is not possible to provide a full response within this timeframe, the customer will be informed of the reason for the delay and given an estimated date for a final response.

4. Resolution and Remedies

Where a complaint is upheld, we will offer an appropriate remedy in accordance with the Consumer Rights Act 2015 and other applicable legislation. Remedies may include, where appropriate:

• Repair of goods
• Replacement of goods
• Full or partial refund
• Another remedy permitted by law

Any refund approved will be made using the original method of payment, unless otherwise agreed.

5. Escalation of Complaints

If a customer is dissatisfied with the outcome of their complaint, they may request that the matter be reviewed by a senior member of our management team. Requests for escalation should be made in writing.

6. Alternative Dispute Resolution (ADR)

If a complaint cannot be resolved directly between the customer and Equip4Gyms, the customer may be entitled to refer the matter to an Alternative Dispute Resolution (ADR) provider.
We will provide information about an appropriate ADR body upon request, in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

7. Statutory Rights

Nothing in this Complaints Policy affects or limits a customer’s statutory rights under UK consumer law, including rights relating to faulty, misdescribed, or unsatisfactory goods.

8. Governing Law

This Complaints Policy shall be governed by and interpreted in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.