Contact & Complaints

Version: 2.0.0 Last Updated: 2026-08-04

Introduction

We want you to have a positive experience with BodyFit. If something is not right, we want to hear about it. This page explains how to contact us and how to make a formal complaint.

Contact Channels

| Purpose | Email | Response Time | |--------|-------|---------------| | General support | support@bodyfit.mi7z.com | 1 business day | | Coaching questions | coach@bodyfit.mi7z.com | 1 business day | | Privacy & data requests | privacy@bodyfit.mi7z.com | 30 days | | Security vulnerabilities | security@bodyfit.mi7z.com | 48 hours | | Press enquiries | press@bodyfit.mi7z.com | 24 hours | | Partnerships | partners@bodyfit.mi7z.com | 3 business days | | Careers | careers@bodyfit.mi7z.com | 5 business days | | Whistleblowing | whistleblowing@bodyfit.mi7z.com | 5 business days | | Accessibility | accessibility@bodyfit.mi7z.com | 3 business days |

You can also raise a support ticket from the in-app Settings page.

Making a Complaint

If you are unhappy with any aspect of BodyFit, we want to resolve it. Follow these steps:

Step 1 — Contact Support

Email support@bodyfit.mi7z.com with details of your complaint. Include:

• What happened
• When it happened
• What you expected
• What you would like us to do

We aim to respond within 1 business day and resolve most complaints within 5 business days.

Step 2 — Escalation

If you are not satisfied with the response, escalate to: support@bodyfit.mi7z.com with "Escalation" in the subject line. A senior team member will review your complaint and respond within 5 business days.

Step 3 — Privacy Complaints

For complaints about how we handle your personal data, contact privacy@bodyfit.mi7z.com. We investigate and respond within 30 days, as required by UK GDPR.

Step 4 — External Escalation

If you are still not satisfied, you can complain to the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Phone: 0303 123 1113
• Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

What We Do With Your Complaint

• Acknowledge receipt within 1 business day
• Investigate thoroughly and fairly
• Provide a clear response with what we found and what we will do
• Use complaints to improve our Service

Refund Complaints

For complaints about billing or refunds, see our Refund & Subscription Policy. Refund disputes are handled separately from general complaints.

Anonymous Reports

If you wish to report a concern anonymously, use our Whistleblowing channel. We accept anonymous reports in good faith.

Changes

We may update this page. Material changes will be communicated via in-app notification.