Our Commitment
We take complaints seriously and handle them fairly, promptly, and in accordance with the Fair Trading Act 1986 and Consumer Guarantees Act 1993. If something has not met your expectations, we want to hear about it.
How to Lodge a Complaint
- Contact us directly — Email welcome@anklesutendon.world, call +64 22 037 1344, or write to 233A Riverside Drive, Waterloo, Lower Hutt 5011, New Zealand.
- Include details — Your name, contact information, enrolment date (if applicable), and a clear description of the issue. Attach any relevant screenshots or correspondence.
- Receive acknowledgement — We will confirm receipt of your complaint within 3 business days.
- Investigation — A team member will review your complaint and may contact you for further information. We aim to provide a written response within 10 business days.
- Resolution — If your complaint is upheld, we will offer an appropriate remedy — which may include a refund, service credit, or other resolution under our Return Policy.
Escalation
If you are not satisfied with our response, you may request escalation to a managing founder. We will conduct a further review within 10 business days of your escalation request.
External Agencies
If we cannot resolve your complaint, you may contact:
- Commerce Commission — For matters relating to the Fair Trading Act: www.comcom.govt.nz
- Disputes Tribunal — For claims up to $30,000: www.disputestribunal.govt.nz
- Office of the Privacy Commissioner — For privacy-related complaints: www.privacy.org.nz
Privacy Complaints
For concerns about how we handle personal information, see our Privacy Policy. You may also complain directly to the Office of the Privacy Commissioner under the Privacy Act 2020.