Complaints Policy

We are committed to learning from our participants and continually improving the quality of our events and customer support, and we therefore have a transparent complaints procedure.
 

Step 1: Submit Your Complaint

If you have a complaint, please contact us via email at complaints@windermeremarathon.org. Providing clear details helps us to address your concerns more effectively.
 

When submitting your complaint, please include:
 

• Your full name

• Address

• Contact phone number

• Event and distance (i.e. Great Birmingham Run, Half Marathon)

• A detailed description of the issue

We aim to resolve complaints as quickly as possible. If an immediate resolution is not possible, we will acknowledge receipt of your complaint within 2 working days and provide an update on the next steps.

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Your information will be processed in accordance with our privacy policy.

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For those who prefer, complaints may also be submitted in writing to our postal address.
 

Step 2: Investigation

Our team will thoroughly review your complaint to gather all relevant information.
 

• If we are unable to resolve the issue within 5 working days, we will notify you of the expected timeline.

• Our goal is to provide a full and final response within 20 working days, but in most cases we expect the process to be quicker than this.