This procedure explains how learners and prospective learners can raise a complaint about an EFWA course, assessment, certificate, purchase or support experience.

Effective date: 19 August 2026

1. What this procedure covers

You may use this procedure for concerns about course information, access to learning materials, assessment administration, certificate administration, customer support, website information or another part of your experience with European Fitness and Wellness Academy Ltd (EFWA).

2. Raise the issue with EFWA

Email info@efwa.co.uk with the subject line Complaint. Please include your full name, the email address used for your EFWA account, the relevant course or order number where applicable, a clear description of the concern and the outcome you are seeking.

Do not send passwords or full payment-card details.

3. Acknowledgement and response

EFWA aims to acknowledge a complaint within two business days. We aim to provide a substantive response within ten business days where the matter can reasonably be investigated within that period. If more time is needed, we will explain why and provide an update.

4. Academic or assessment complaints

Where a complaint concerns academic content, assessment administration or a certificate decision, EFWA will review the relevant course requirements, learner record and available evidence. A complaint is not the same as a request to bypass an assessment requirement; certificates are issued only when the published completion and assessment requirements have been met.

5. Requesting an internal review

If you remain dissatisfied after the initial response, reply within 14 days and ask for an internal review. Where reasonably practicable, the review will be considered by a person who was not responsible for the original response. The review will consider whether the complaint was handled fairly, whether relevant evidence was considered and whether the proposed outcome is reasonable.

6. Refunds and cancellations

If your complaint concerns cancellation, a refund, faulty digital content or content that is materially different from its description, please also review the Refund & Cancellation Policy. Nothing in this complaints procedure limits statutory consumer rights.

7. Data-protection complaints

Concerns about the use of personal data can be raised with EFWA at info@efwa.co.uk. You also have the right to raise a data-protection concern with the UK Information Commissioner’s Office. See the Privacy Policy for more information.

8. Fair treatment and records

EFWA will not disadvantage a learner for raising a genuine complaint. Complaint information will be shared only where reasonably necessary to investigate and respond to the matter, subject to legal and record-keeping requirements.

9. Company details

European Fitness and Wellness Academy Ltd
Company number: 11479811
Registered office: Unit Da2, Sutherland Road, London, England, E17 6BU
Registered in England and Wales.
Email: info@efwa.co.uk