AETHLOS Complaints Policy

1. Purpose

AETHLOS is committed to providing high-quality programmes and services. We value feedback and view complaints as an opportunity to learn and improve our services. This policy outlines the procedure for making and handling complaints.

2. Scope of application

This policy applies to all participants in AETHLOS programmes.

3. How to make a complaint

3.1 Immediate notification:

If you have a complaint, please notify a member of AETHLOS staff immediately. Our staff are trained to address and resolve issues promptly and effectively.

3.2 Formal Complaint:

If your complaint is not resolved to your satisfaction by our staff, you can escalate the matter by either:

Email: Send a detailed complaint to info@aethlos-sport.com.
Mail: Write in English to AETHLOS' head office at the following address:

AETHLOS
414-416 Blackpool Road,
Ashton, Preston,
PR2 2DX,
United Kingdom

4. Complaint Handling Process

4.1 Acknowledgement:

Upon receiving your complaint, AETHLOS will acknowledge receipt within 5 business days.

4.2 Investigation:

AETHLOS will investigate your complaint thoroughly. This process may involve:

Gathering additional information from you.
Reviewing programme records and employee accounts.
Consulting relevant regulations and policies.

4.3 Resolution:

AETHLOS will endeavour to resolve your complaint and provide an appropriate response within 20-30 working days of acknowledging your complaint. If more time is required, we will inform you of the delay and provide an estimated time for resolution.

4.4 Response:

Our response will include:

A summary of the complaint.
Steps taken to investigate.
The outcome of the investigation.
Any remedial action or follow-up.

5. Follow-up

If you are not satisfied with the resolution, you may request a review. A senior member of AETHLOS management will re-evaluate your complaint and the handling process to ensure fairness and transparency.

6. Timeframe for complaints

To give us a reasonable chance of dealing with your complaint, please submit your complaint within one month of the end of your programme.

7. Confidentiality of Complaints

All complaints will be treated confidentially, and personal data will be processed in accordance with applicable data protection legislation.

8. Continuous improvement

AETHLOS is committed to continuous improvement. Feedback and complaints are regularly reviewed in order to improve our programmes and services.

For any questions or further assistance, please contact us at info@aethlos-sport.com.