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@beyondtrails.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.

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

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.