Feedback, Complaints & Session Cancellations
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 do to improve.
It should also continuously shape our method of managing positive feedback and complaints – as well as explaining when a credit note, 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.
¿Queja? Cómo presentarla y qué esperar
Una queja es una expresión de insatisfacción dirigida a MAN v FAT, ya sea por escrito o verbalmente, y que, justificada o no, requiere una respuesta. En la medida de lo posible, nuestro objetivo es acusar recibo de cualquier queja o comentario por escrito en un plazo de dos días laborables y resolver las quejas en un plazo de cinco días laborables.
Todos los comentarios y quejas se tratarán de forma sensible y confidencial, a menos que se indique lo contrario. Esto está sujeto a la necesidad de revelar información requerida como resultado de una solicitud legal o estatutaria o cuestiones de salvaguardia.
La forma de presentar reclamaciones dependerá de si usted es jugador, entrenador o socio de MAN v FAT Soccer.
Jugadores: Si tienes alguna queja sobre tus sesiones de fútbol MAN v FAT o sobre el programa MAN v FAT, debes dirigirla al Equipo de Apoyo al Jugador y enviarla por correo electrónico a support@manvfatsoccer.com.
Coaches: In the first instance, Coaches should bring any issues to your Line Manager, via email stuartnormansell@manvfat.com / terry@manvfat.com. If it isn’t appropriate for your query/complaint to be dealt with by your Line Manager, you can escalate it our Operations Manager terry@manvfat.com. You may also direct complaints to the Director of MAN v FAT where it is not appropriate to first raise with your Line Manager or Operations Manager.
Stakeholders: If your complaint or feedback is club based or regional based, it should be directed to the relevant Regional Manager. If the feedback or complaint relates to the program or organization, it may be escalated to the Head of MAN v FAT richard@manvfat.com
Si la denuncia se presenta a través de una tercera persona (familiar, abogado), podemos exigir el consentimiento por escrito del denunciante como autorización para proceder a una investigación.
MAN v FAT llevan un registro de todas las reclamaciones, que se almacenan electrónicamente y por separado de otros sistemas de acceso restringido.
Elogios Díganoslo, ¡nos encantará oírlos!
Está en la naturaleza humana gritar y vociferar sobre las cosas que nos molestan, pero también nos encantaría escuchar cuando crees que estamos haciendo las cosas bien - ¡también nos gustaría reconocer a nuestro Equipo y Entrenadores cuando van más allá!
Para decirnos lo que hacemos bien, póngase en contacto con nosotros a través de:-
Correo electrónico: support@manvfatsoccer.com
Facebook: @MAN v FAT Soccer
X: @manvfatsoccer
Instagram: @manvfat_soccer
What happens if your session is cancelled?
The support and customer offer at MAN v FAT Soccer is twofold – ongoing support for men off the field through the Player Support Team, Coaches (including tailored support and recognition in the associated groups and face to face), content and online resources in your player panel and exclusive access to health and wellbeing platforms. The soccer offer includes structured league nights, including weekly soccer with qualified referees.
Las cuotas de inscripción no son reembolsables a menos que cancelemos la liga.
Although every effort will be made to enable MAN v FAT members to play soccer each week, sessions may be cancelled on the advice of facilities staff and in the interest of player safety amongst other reasons. MAN v FAT Soccer is above all a weight loss program, and we know that games are won not only by goals scored but lbs lost. We firmly believe that all players should have the opportunity to be rewarded for their weight loss efforts. This is why, when a match is abandoned or cancelled during the session as outlined below, coaches will aim to facilitate a supportive weigh in, where the scales result will decide the match where appropriate.
If a session is cancelled more than 24 hours before the first scheduled kick off, players will be issued a credit on your account for 50% of the affected session fee. This credit will be applied to your next scheduled payment.
If a session is cancelled on game day before the allotted arrival time of players, staff will communicate this at the earliest opportunity. MAN v FAT will issue a credit on your account for 100% of the affected session fee. This credit will be applied to your next scheduled payment.
Credits for cancelled sessions are only applicable to players who are teamed and have an active subscription without payment arrears. Credits are applied automatically and require no action from you.
If you have scheduled a cancellation of your membership at the end of your current subscription period, a credit note would not apply. You may request a refund or partial refund for the affected session fee by contacting support@manvfatsoccer.com.
MAN v FAT is closed for business for two weeks over the Christmas period, these dates will be communicated as early as possible, and your schedule will updated accordingly. During this period, no support, league sessions or events will be available. MAN v FAT will issue a credit on your account for 100% of the affected sessions fee. This credit will be applied to your next scheduled payment.
MAN v FAT will also postpone any fixtures scheduled on Thanksgiving. Teamed players with an active subscription without arrears will be issued a credit on your account for 50% of the affected session fee. This credit will be applied to your next scheduled payment.
If any game is cancelled after players have arrived and begun to weigh in, but before any soccer has been played, the bonus goals scored in the scales head-to-head may decide the match. In this instance and in lieu of the soccer, attending players will be issued a credit on your account for 50% of the affected session fee. This credit will be applied to your next scheduled payment.
Any game that is temporarily stopped or abandoned within the allotted fixture time (whether in one period or cumulatively), goals scored (or not scored) will be considered the final pitch result. In this instance, the scores would be calculated as per the standard rules, and no credit will be issued.
If it is agreed that MAN v FAT have failed to deliver the experience advertised 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.
Si un jugador se inscribe en MAN v FAT Soccer y no asiste a ninguna sesión, se podrá acordar que el socio tenga derecho al reembolso íntegro del mes de afiliación.
El jugador deberá ponerse en contacto con el Equipo de Apoyo al Jugador para explicar por qué, tras ser añadido a un equipo, no asistió a la primera sesión.
This policy is applicable to all MAN v FAT Soccer leagues and will be reviewed in 2026.
