We are committed to providing great services to our customers. However, if you are not satisfied with any aspect of our service, we want to hear from you. This procedure outlines how you can submit a complaint and how we will handle it.
If you have a complaint, please email our Customer Service team at info@hussle.com within 48 hours. Please provide as much detail as possible, including: passcode number, venue name and the date of the visit (where applicable), description of the issue, any supporting documents or evidence (e.g., receipts, photos). Please do not submit any personal information unless we specifically ask for it.
Upon receiving your complaint, we will acknowledge receipt of your complaint within 3 working days. We will investigate your complaint thoroughly and fairly. This may involve: viewing your account and transaction history, contacting you for further information or clarification, liaising with relevant departments or third parties.
We aim to resolve complaints within 14 working days. If we are unable to do so, we will inform you of the reason for the delay and provide an expected timeframe for resolution. Once the investigation is complete, we will communicate our findings to you.
If you are not satisfied with the resolution offered, you can request a review by a senior manager. Please contact us again at info@hussle.com, providing your passcode number and the reasons for your dissatisfaction. We will acknowledge your escalation request within 3 working days, conduct a further review and respond within 7 working days.
If you remain dissatisfied after the review, you may seek external resolution.
Company Information
Archway Fitness Ltd, limited company registered at Companies House in England and Wales having its registered office at 20-22 Wenlock Road, London, N1 7GU