Complaints Procedure
This Privacy Policy explains how we collect, use, and protect your personal information. We are committed to ensuring your privacy is protected. If you provide us with certain information, you can be assured that it will be used only in accordance with this privacy statement.
Step 1: Raise Your Complaint
If you have any concerns or complaints regarding our services, please contact us directly. You can reach the Flux Global Club team via email at:
Email: management@fluxglobalclub.com
Please include the following information in your complaint to help us address your issue efficiently:
- Your full name.
- Membership or reference number (if applicable)
- Detailed description of the complaint
- Any supporting documents or evidence
- Contact details (email and phone number)
Step 2: Acknowledgement of Complaint
Upon receiving your complaint, we will acknowledge it within 7 working days. We will review the details and may request additional information if needed to fully understand the issue.
Step 3: Investigation
Our team will conduct a thorough investigation into your complaint. Depending on the nature and complexity of the issue, this process may take up to 14 working days. We will keep you informed of the progress during this period and notify you if we require more time.
Step 4: Resolution
Once the investigation is complete, we will provide a detailed response. This will include:
- A summary of our findings
- Any action taken to resolve the issue
- Next steps, if applicable
Step 5: Appeal
If you are not satisfied with the outcome of your complaint, you may request an escalation. Your case will be reviewed by a senior member of our team and we will aim to provide a final decision within 10 working days of your appeal.