Complaints Policy

Last updated: 15 May 2026

We take complaints seriously and use them to improve our programmes and studio experience.

How to complain

Email online@ecoactive.world, call +44 1753 621786, or write to: Complaints, Ecoactive, 26 High Street, Windsor SL4 1LH.

Please include your name, contact details, date of the issue, and what outcome you seek.

Our process

1. Acknowledgement within 5 working days of receipt.
2. Investigation by a manager not directly involved in the matter.
3. Response within 20 working days with our findings and proposed resolution.

Escalation

If you remain dissatisfied, request a review by Eleanor Marsh, Managing Coach. We will provide a final response within 15 further working days.

Alternative dispute resolution

For consumer disputes, you may use an approved ADR provider or seek guidance from Citizens Advice. This does not affect your right to pursue court action where applicable.

Records

Complaints are logged securely and retained for three years for quality monitoring, in line with our Privacy Policy.