Legal / 12 August 2026
Complaints Procedure
We want complaints to be easy to raise, traceable and handled fairly. Using this process does not limit statutory rights or external complaint rights you may have.
1. How to complain
Use our contact form and select Complaint, email hello@ironlogicfitness.com, call 020 3584 3839, or write to PROTEQTPLUS LTD at 128 City Road, London, United Kingdom, EC1V 2NX. Tell us your name, the membership or transaction concerned, what happened, when it happened and the outcome you are seeking. Do not send full payment-card details.
2. What happens next
We aim to acknowledge a complaint within five business days. We will investigate proportionately, review relevant records and aim to provide a substantive response within 20 business days. More complex matters may take longer; if so, we will explain the reason and provide an update.
3. Urgent safety issues
If the complaint concerns an immediate safety risk at a facility, alert on-site staff or emergency services as appropriate before using the ordinary complaints route.
4. Payment, cancellation and refund complaints
For cancellation or refund questions, also see our Cancellation & Refund Policy. We will consider available evidence including the membership terms, billing records and the time any cancellation request was submitted.
5. Privacy complaints
For a personal-data concern, select Privacy / data request on the contact form or use the email, telephone or postal routes above. You may also complain to the UK Information Commissioner's Office. Contacting us first is welcome but is not a condition of exercising rights or approaching the regulator.
6. Consumer rights
Nothing in this procedure removes remedies available under consumer law or prevents you from seeking independent advice or using a court or other competent dispute-resolution route where applicable.