We are committed to providing a high-quality service to all our customers. However, we understand that sometimes things can go wrong. If you are not satisfied with our products or services, please follow the procedure below to ensure your complaint is handled fairly and efficiently.

Stage 1: Initial Complaint

Most issues can be resolved quickly by contacting our Customer Service team directly.

How to make a complaint:

• By Email: The quickest way to get in touch is by sending an email to support@powerflexfit.co.uk  
• By Contact Form: You can also submit your complaint using the contact form on our website at www.powerflexfit.co.uk

What to include in your complaint:

To help us resolve your issue as quickly as possible, please provide the following information:

• Your full name and contact details (phone number and email address).
• Your order number (if applicable).
• A clear and concise description of your complaint.
• What you would like us to do to resolve the issue.
• Any supporting documentation, such as photos of damaged goods or a copy of your order confirmation.

Our commitment:

• We will acknowledge receipt of your complaint within 1 working day.
• We will investigate your complaint thoroughly and aim to provide a full response within 5-7 working days.
• If we need more time to investigate, we will contact you to explain the reason for the delay and give you an updated timescale.

Stage 2: Escalation to Management

If you are not satisfied with the response you receive from our Customer Service team, you can escalate your complaint to a member of our management team.

How to escalate:

• By Email: Please send a new email to info@powerflexfir.co.uk
• Subject Line: Please clearly mark the subject line with “FORMAL COMPLAINT – ESCALATION” and your original order number.

What to include in your escalation:

• Your full name and contact details.
• Your original complaint details and the case/reference number provided by our Customer Service team.
• The reasons why you are not satisfied with the initial response.
• What resolution you are now seeking.

Our commitment:

• A member of the management team will acknowledge receipt of your escalated complaint within 2 working days.
• The manager will conduct a comprehensive review of your complaint and the handling of the initial investigation.
• We will provide a final response to your complaint within 10 working days from the date of your escalation.

Stage 3: External Review

If, after following our full complaints procedure, you remain dissatisfied with our final response, you may be able to refer your complaint to an external body for independent review.

For UK Customers:

• Citizens Advice: You can seek advice from Citizens Advice at [https://www.citizensadvice.org.uk/consumer/].
• The Small Claims Court: You may have the option to take legal action through the small claims court.

For ROI Customers:

• The Competition and Consumer Protection Commission (CCPC): The CCPC provides information and advice to consumers on their rights. You can visit their website at [https://www.ccpc.ie/].
• The European Consumer Centre (ECC): If you are based in the ROI, the ECC Ireland can provide free and confidential advice on your consumer rights when buying from an EU-based company (even post-Brexit). You can visit their website at [https://www.eccireland.ie/].

Please note: We will always do our best to resolve any issues in-house before you need to escalate to an external body.

POWERFLEX FITNESS INTERNATIONAL LIMITED, UNIT D2, NEPTUNE PARK, PLYMOUTH, PL4 0SJ

www.powerflexfit.co.uk