Feedback, Complaints and Refunds

What to expect

Here at MAN v FAT, we strive to provide the best experience for players, staff and stakeholders. We love feedback – positive, negative or neutral. We review all feedback regularly and use it to improve your experience.

We make it our business to fully commit to:

  • welcoming all feedback and every complaint in a positive way
  • being thorough and fair when dealing with a complaint or feedback
  • giving a fair and accountable response

How to give feedback or make a complaint 

A complaint is an expression of dissatisfaction made to MAN v FAT, either written or spoken, and whether justified or not, which requires a response.

Whether you want to tell us something positive, negative or neutral, you can do so by phone, email, or by speaking with one of our team.

Call: 0345 1630042.


It’s human nature to shout and scream about the things that upset us, but we’d also love to hear when you think we’re doing things well – we’d also like to acknowledge our Team when they are going above and beyond!

To tell us what we’re doing well you might also wish to contact us via:

What happens next

  • Pass your feedback/complaint on via phone, email or in person.
  • Your feedback/complaint will be logged, acknowledged and investigated by our team.
  • One of our team will be in touch within 3 working days. If you are not satisfied, please let us know and we will investigate further.
  • Where an investigation takes longer than 3 working days, deadline for response should also be provided.
  • Where a complaint is being made via a third person (family member, advocate), we may require written consent from the complainant as authorisation.

Need additional support?

Complaints handling

We monitor and review all complaints on a regular basis to ensure we learn from feedback. Complainants will be kept informed on the progress of the complaint made.

We deal with every complaint in a sensitive, confidential manner unless there is a legal request or safeguarding issue, in accordance with GDPR 2018 regulations.

Complainants will not be discriminated against. A complainant’s support and participation at MAN v FAT Football will not be affected if they make a complaint, or if somebody complains on their behalf.


The support and membership offer at MAN v FAT Football is twofold – ongoing support  for men off the pitch through our dedicated Player Support Team, The Dugout, MAN v FAT Gym and Foundations amongst other online resources.

The on the pitch offer provides league sessions, including weekly football and support through your Coaches and Facilitators*.

Much of MAN v FAT Football’s off pitch offer remains available all your round including access to hundreds of resources and recipes in The Dugout, our website and exclusively via the Community Group on Facebook. Members can also continue to access members only platforms such as The MAN v FAT Gym and MAN v FAT Foundations.

MAN v FAT’s on pitch offer is available to members for up to 50* weeks per year. MAN v FAT Football sessions are not available for a two week period over the festive season. MAN v FAT will always communicate these dates with our members in advance a minimum of two weeks before the Christmas shut down. Refunds are not issued for postponed sessions throughout this two-week closure.

The MAN v FAT monthly membership fee is 1/12 of the annual membership.

*Some clubs may experience further postponements throughout the year due to Bank Holidays. Refunds for these sessions are outlined below.

If a MAN v FAT Football session is cancelled due to Bank Holidays, weather conditions or  a facility shutdown you will receive prior notice via email and through the club’s associated groups. We aim to issue as much notice as possible (at least 24hrs). For these sessions, a player will receive a 50% refund in line with MAN v FAT’s T&C’s. This refund  is for 50% of the affected weeks membership, for example a player paying £31 per month would receive a refund of £3.72 for this cancelled session.

If a MAN v FAT Football session is cancelled without 24hrs notice for any reason, then a player will receive a 100% refund for the affected week. For example, a player paying £31 per month would receive a refund of £7.44.

If following an investigation, it is agreed that MAN v FAT Football have failed to deliver the experience advertised and a player decides to leave the programme after attending only one session; MAN v FAT can issue a partial refund for the remainder of the months membership. For example, a player paying £31 per month would receive a refund of £7.44 for each of the remaining sessions in that payment period.

If a player registers for MAN v FAT Football and does not attend a session, it may be agreed that the member is entitled to a full refund for the months membership. The player would be required to contact the Player Support Team to explain why after being added to a team they failed to attend the first session.

Once agreed, all refunds will be issued to you within seven working days.