Feedback, Complaints and 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 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? Here’s 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, which requires a response. Where possible we aim to resolve complaints or requests within 3 business days. All complaints will be investigated and may continue to be monitored to identify any patterns or themes that emerge.
All feedback and complaints will be dealt with in a sensitive, confidential manner unless otherwise indicated. This is in accordance with the General Data Protection Regulation (GDPR). 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 Football.
Players: If you have a complaint about your MAN v FAT Football experience, this should be directed to the Player Support Team and emailed to football@manvfat.com or you can call 0345 1630042.
If the complaint cannot be resolved by the Player Support Team, it may be escalated to the Regional Manager or Operations Manager for investigation.
Coaches: In the first instance you should bring any issues to your Regional Managers, stuartnormansell@manvfat.com (North and Wales) karl@manvfat.com (Public Health & Scotland) and danchurch@manvfat.com (South).
If the complaint cannot be dealt with by a Regional Manager this should be escalated to the Global Operations Manager.
Stakeholders: If your complaint is concerning a specific club or region, it should be directed to the relevant Regional Manager.
stuartnormansell@manvfat.com (North and Wales) karl@manvfat.com (Public Health & Scotland) and danchurch@manvfat.com (South). If this as a national or organisation based issue it should be directed to the Global Operations Manager for resolution Terry@manvfat.com.
Serious incidents will be shared with the Director of MAN v FAT.
Complaints will be acknowledged within 3 working days and always as promptly as possible. A deadline for an outcome should also be provided. This will depend on the nature of complaint and scope of investigation.
If the complaint is being made via a third person (family member, advocate), we may require written consent from the complainant to discuss the matter on their behalf.
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: football@manvfat.com
Facebook: @MAN v FAT Football
X: @manvfatfootball
Instagram: @manvfatfootball
What happens if your session is cancelled or you believe you are due a refund
MAN v FAT Football is much more than football! The support and customer offer at MAN v FAT includes ongoing support for men off the pitch all year round. Including access to content and recipes exclusively via your Player Portal and Community Group on Facebook as well as your club WhatsApp groups, access to JAAQ and The MAN v FAT Gym. Your membership also unlocks exclusive access to tickets for events and additional football that are only available to the MAN v FAT Community.
For up to 50 weeks per year, you also get access to your dedicated Player Support Team, Coaches and Assistant Coaches online in associated groups.
All of the above remains accessible to members whether we are able to deliver your weekly session or not.
We understand that structured league sessions, including weekly football, face to face support through your Coaches, Assistant Coaches and clubmates is very important to you. That’s why, when these sessions are not available, MAN v FAT issue refunds to all affected players as outlined below.
Registration fees are non-refundable unless the league is cancelled by us.
Although every effort will be made to enable MAN v FAT members to play football 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 Football is above all a weight loss programme, and we know that games are won not only by goals scored but pounds 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, coaches will aim to facilitate a supportive weigh in, where the scales result may 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. For example, a player paying £36.50 per month would receive a credit of £4.38 for a cancelled session.
If a session is cancelled on game day before or after the scheduled 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. For example, a player paying £36.50 per month would receive a credit of £8.76 for a cancelled session.
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 football@manvfat.com.
Our aim is to deliver your club sessions for up to 50* weeks per year. MAN v FAT Football sessions are not available for a two week period over the festive season. This includes support from your Coach, Assistant Coach and Support Team. Our team will always share these dates with our community as early as possible, at least two weeks before the Christmas shut down.
*Some clubs may experience further postponements throughout the year due to Bank Holidays.
The MAN v FAT monthly membership fee is 1/12 of the annual membership. Refunds are not issued for postponed sessions throughout the two-week Christmas closure.
If it is agreed that MAN v FAT have failed to deliver the experience advertised, and a player decides to leave the programme 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 Football 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.
This policy is applicable to all MAN v FAT Football leagues and was reviewed in January 2026.