Feedback, Complaints and Refunds
MAN v FAT strives to provide the best experience for players, Coaches and stakeholders. We love feedback – positive or negative. As we grow, this policy will help us identify what we’re doing well, and what we need to improve.
It should also continuously shape our method of managing positive feedback and complaints – as well as explaining when a partial or full refund is relevant and why. It explains how a player, Coach or partner can make a complaint and how it will be dealt with.
Complaint? How to make it and what to expect.
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. Where possible we aim to resolve complaints or requests within 3 business days. All complaints will be investigated and may continue to be monitored to identify any patterns or themes that emerge.
All feedback and complaints will be dealt with in a sensitive, confidential manner unless otherwise indicated. This is in accordance with the General Data Protection Regulation (GDPR). This is subject to the need to disclose information required as a result of statutory, legal request or safeguarding issues.
How complaints are made should depend on whether you are a Player, Coach or Partner of MAN v FAT Football.
Players: If you have a complaint about your MAN v FAT Football experience, this should be directed to the Player Support Team and emailed to football@manvfat.com or you can call 0345 1630042.
If the complaint cannot be resolved by the Player Support Team, it may be escalated to the Regional Manager or National Operations Manager for investigation.
Coaches: In the first instance you should bring any issues to your Regional Managers, stuartnormansell@manvfat.com (North, N.Ireland, Scotland and Wales) karl@manvfat.com (Central) and danchurch@manvfat.com (South). If the complaint cannot be dealt with by a Regional Manager this should be escalated to the National Operations Manager.
Stakeholders: If your complaint is concerning a specific club or region, it should be directed to the relevant Regional Manager. stuartnormansell@manvfat.com (North, N.Ireland, Scotland and Wales) karl@manvfat.com (Central) and danchurch@manvfat.com (South). If this as a national or organisation based issue it should be directed to the National Operations Manager for resolution. Terry@manvfat.com.
Serious incidents will be shared with the Head of MAN v FAT.
Complaints will be acknowledged within 3 working days and always as promptly as possible. A deadline for an outcome should also be provided. This will depend on the nature of complaint and scope of investigation.
If the complaint is being made via a third person (family member, advocate), we may require written consent from the complainant to discuss the matter on their behalf.
MAN v FAT keep a log of all complaints and positive feedback. This is kept electronically separate from other systems with restricted access.
Compliments! Please do tell us, we’d love to hear them!
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 and Coaches when they are going above and beyond!
To tell us what we’re doing well please contact us via:-
E-mail: football@manvfat.com
Facebook: @manvfat
Twitter: @manvfat
Instagram: @manvfat
Refunds – How to claim and when you are due you full or partial refund
MAN v FAT Football is much more than football! The support and customer offer at MAN v FAT includes ongoing support for men off the pitch all year round. Including access to content and recipes exclusively via The Dugout and Community Group on Facebook as well as your club WhatsApp groups, access to JAAQ and The MAN v FAT Gym. Your membership also unlocks exclusive access to tickets for events and additional football that are only available to the MAN v FAT Community.
For up to 50 weeks per year, you also get access to your dedicated Player Support Team, Coaches and Assistant Coaches online in associated groups.
All of the above remains accessible to members whether we are able to deliver your weekly session or not.
We understand that league nights, including weekly football, face to face support through your Coaches, Assistant Coaches and clubmates is very important to you. That’s why, when these sessions are not available, MAN v FAT issue refunds to all affected players as outlined below.
Our aim is to deliver your club sessions for up to 50* weeks per year. MAN v FAT Football sessions are not available for a two week period over the festive season. Our team will always share these dates with our community as early as possible, at least two weeks before the Christmas shut down.
*Some clubs may experience further postponements throughout the year due to Bank Holidays. Refunds for these sessions are outlined below.
The MAN v FAT monthly membership fee is 1/12 of the annual membership. Refunds are not issued for postponed sessions throughout the two-week Christmas closure.
If a MAN v FAT Football session is cancelled due to Bank Holidays, staffing, weather conditions or a facility closure, players will receive prior notice via email and through the clubs’ associated groups. We aim to issue as much notice as possible (at least 24hrs).
In these circumstances, you will be issued a 50% refund in line with MAN v FAT T&C’s, without any action required from you. This refund is for 50% of the affected weeks’ membership. For example, a player paying £35 per month would receive a refund of £4.20 for a cancelled session.
If we are unable to provide you with 24hrs notice ahead of a cancelled session, you will receive a full week’s refund for the inconvenience. For example, a player paying £35 per month would receive a refund of £8.40.
If you decide to leave the programme after attending just one session and, following an investigation, it’s agreed that we’ve failed to deliver the experience advertised, MAN v FAT may issue a full or partial refund for the remainder of the month’s membership.
If you register for MAN v FAT Football and do not attend a session, it may be agreed following an investigation, that you are entitled to a full refund for the month’s membership. You would be required to contact the Player Support Team to explain why after being added to a team, you did not attend your first session.
