Feedback, Complaints and Refunds
MAN v FAT strives to provide the best experience for our community. 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, requires a response. Where possible, we aim to acknowledge any written complaints or feedback within two business days and resolve complaints or requests within five business days.
All feedback and complaints will be dealt with in a sensitive, confidential manner unless otherwise indicated. 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 Rugby.
Players: If you have a complaint about your MAN v FAT Football sessions or the way that MAN v FAT operates, this should be directed to the Player Support Team and emailed to rugby@manvfat.com
Coaches: In the first instance Coaches should bring any issues to your Line Manager, via email karl@manvfat.com. If it isn’t appropriate for your query/complaint to be dealt with by your Line Manager you can escalate it to Operations Manager terry@manvfat.com
Stakeholders: If your complaint or feedback is a club based or regional based complaint or comment it should be directed to the relevant Regional Manager. If this as a program or organization based complaint or feedback it may be escalated to the Head of MAN v FAT Football richard@manvfat.com
Serious issues will be shared with or escalated to the Managing Director of MAN v FAT Football.
If the complaint is being made via a third person (family member, advocate), we may require written consent from the complainant as authorization.
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: rugby@manvfat.com
Facebook: @MAN v FAT Rugby
X: @manvfatrugby
Instagram: @manvfatrugby
Refunds – How to claim and when you are due you full or partial refund?
The support and customer offer at MAN v FAT Rugby is twofold – ongoing support for men off the field through the Player Support Team, Coaches and other online resources. The soccer offer includes structured league nights, including weekly soccer with qualified referees, as well as face to face support through your Coach.
Registration fees are non-refundable unless the league is cancelled by us.
The MAN v FAT monthly membership fee for these services is 1/12 of the annual membership. Refunds are not issued for postponed sessions throughout this two-week closure.
If a MAN v FAT Football session is cancelled due to Bank Holidays, unforeseen circumstances such as extreme weather conditions, staff absences or a facility shutdown, players will receive prior notice via email and through the clubs’ affiliated groups. We aim to issue as much notice as possible (at least 24hrs).
First and foremost, we will aim to reschedule the session where at all possible. Where this is not possible, you will be due a 50% refund in line with MAN v FAT Rugby T&C’s. This refund is for 50% of the affected weeks’ membership for a session cancelled with sufficient notice.
If a MAN v FAT Rugby session is cancelled without a minimum of 24hrs notice for any reason, then players will receive a full week’s refund. This would be 100% of the weeks membership for each affected week.
If it is agreed that MAN v FAT have failed to deliver the experience advertized and a player decides to leave the program after attending only one session; MAN v FAT may issue a full or partial refund for the remainder of the month’s membership. Incidents where the programme is deemed not to be delivered to an acceptable standard will be investigated.
If a player registers for MAN v FAT Rugby and does not attend a session, it may be agreed that the member is entitled to a full refund for the month’s 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.