Complaints Procedure

At the Register of Exercise Professionals (REPs), we strive to maintain the highest standards of professionalism and service within our community of fitness professionals. We take complaints very seriously and are committed to addressing any concerns in a timely and efficient manner.

Step 1: Initial Contact

If you have a complaint, we encourage you to first get in touch with the fitness professional or organisation involved in the issue. In many cases, misunderstandings can be resolved through open communication.

Step 2: Filing a Formal Complaint

If the issue is not resolved through initial contact or if you believe the fitness professional has breached our Code of Ethics and Conduct, you can file a formal complaint with REPs. Please follow the steps below to submit your complaint:

1. Write a detailed description of your complaint, including relevant dates, locations, and the nature of the issue.
2. Provide any evidence or documentation that supports your complaint, such as email correspondence, photographs, or signed contracts.
3. Include your full name, contact information, and your relationship to the fitness professional or organisation (e.g., client, colleague, employer).
4. Send your complaint and supporting evidence to our complaints team at complaints@repsuk.org.
   
   

Step 3: Complaint Review and Investigation

Upon receiving your complaint, our complaints team will review the information provided and may contact you for further clarification if necessary. We will then initiate an investigation into the matter, which may involve contacting the fitness professional or organisation to obtain their perspective on the issue.

Step 4: Resolution and Outcome

Our goal is to resolve complaints as quickly as possible. The length of the investigation will depend on the complexity of the issue and the availability of relevant parties. Once the investigation is complete, we will inform you of the outcome and any actions taken in response to your complaint. Please note that, in some cases, the outcome of a complaint may be confidential due to privacy regulations or legal restrictions. We will, however, strive to provide you with as much information as possible about the resolution of your complaint.

Step 5: Appeal Process

If you are not satisfied with the outcome of your complaint, you may request an appeal. To do so, please submit a written request to complaints@repsuk.org within 14 days of receiving the outcome of your complaint. In your request, please include the reasons for your appeal and any additional information that supports your case. Our appeals team will review your request and provide a final decision on the matter.

Our Commitment to You

We understand that raising a complaint can be a difficult and stressful experience. At REPs, we are committed to ensuring that your concerns are treated with the utmost respect, and we will make every effort to resolve your complaint fairly and efficiently. Your feedback is invaluable in helping us maintain and improve the quality of our services and the professionalism of our members.