Complaints Procedure

This policy sets out the Football Medicine & Performance Association (FMPA) complaints procedure.

WHAT TO DO IF YOU HAVE A COMPLAINT

Call our contact centre on 0333 4567897 or send us an email.

You must:

• Explain the problem
• Give as much information as you can
• Tell us what you want to happen

WHAT HAPPENS NEXT

A member of our team will reply, in writing or by telephone within 5 working days.

If we cannot give a full response in this time, we’ll tell you what we’re doing and when you can expect a full reply. This might happen if your complaint needs more detailed investigation. We’ll give you a contact name.

IF YOU’RE NOT SATISFIED

Ask us to review your complaint or you can ask the customer services team to escalate your complaint.

A member of the Board of Directors will review your complaint.

In some situations, we may not be able to help you. For example, this might be where you’re not happy about a legal requirement and escalation will not change the outcome.

This is the final stage and completes our internal complaints process.

Your complaint must be less than 6 months old.

If you are not satisfied you may wish to complain to an ombudsman.