Privacy And Complaints

Your privacy is important. Read more here to learn about my processes for complaints and privacy statements for providers I use.

Privacy Statement

Personal information will be collected from you, including information about your:

• name
• contact information
• billing or purchase information

I collect your personal information in order to:

• keep participants up to date with bookings
• have an emergency contact for all participants

You may be subscribed to notifications and emails, however you can unsubscribe from these at anytime following the link in the email.

I will also share your email with the other members of your group session when I send out the follow up email. Therefore, if you wish to opt out of sharing your email with the rest of your group, then please let me know.

Nic Johnson MTB Coach may take photos or videos during the session for the purposes of that session. If Nic Johnson MTB Coach wants to use any of these photos or videos, or share your name, for purposes unrelated to the coaching session (e.g. for promotional material), I will ask your permission first.

Providing some information is optional.

• If you choose not to enter email address or contact phone number I will be unable to keep you up to date with your booking in case of postponement or cancellation.
• If you choose not to enter an in case of emergency contact I will be unable to allow you to attend the course for safety reasons
• Read the terms and conditions of booking here

You can view the Privacy Statement for the services I use:

• Amelia – Bookings System
• Stripe – Payments
• Link (Stripe)

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Making Complaints

Nic Johnson MTB Coach is committed to fairly handling complaints about its services. Any complaint will be investigated thoroughly, and dealt with according to the merit of the complaint. The circumstances and results of any complaint are analysed and acted on appropriately so as to remove any grounds for future complaint by improvement of my services.

Clients may make complaints to me by way of email to [email protected]. Clients are advised that any complaints must be made in writing so that there is no ambiguity as to what has been said should a verbal complaint be made.

Recording and Resolution of Complaint

• All complaints are recorded.
• All complaints are investigated.
• Clients are notified of the outcome of the complaint within a reasonable time frame.
• All complaints, resolution and improvement actions are filed and recorded.

Dissatisfied Outcome

• If the client is not satisfied they may seek arbitration by a third party acceptable to all parties to the grievance.
• If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client can request Nic Johnson MTB to seek the services of a third party.
• Arbitration will be undertaken when both Nic Johnson Mtb Coach and the client agree on a third party.
• If the complaint/grievance is still unresolved then the client will be advised of external organisations of appeal.

Publishing Complaints Policy and Procedure

Nic Johnson MTB Coach publishes its complaints policy and procedure to clients on this, the Nic Johnson MTB website.

You have the right to ask for a copy of any personal information I hold about you. You have the right to ask for it to be corrected if it is wrong. If you would like to ask for a copy of your information, or to have it corrected, please get in touch.