1. Contact Momentum first
Send a complaint to reception@momentumgym.org or present it at the establishment. Include contact details, account or order, dates, facts, requested outcome and relevant documents. Do not send passwords, full card data or unnecessary medical information.
Momentum acknowledges receipt, assigns review to someone able to resolve it, preserves relevant records and gives a reasoned response. Urgent safety matters are escalated immediately; an injury or danger does not wait for the ordinary queue.
2. Official forms and consumer bodies
The establishment must keep the Valencian Community’s official complaint forms available free of charge and display the required notice. Consumers retain routes to the local consumer information office, regional consumer bodies, sector authorities and courts.
Momentum will claim participation in consumer arbitration or another ADR body only where a verified agreement exists. Participation, time limits and effects will be stated accurately.
3. Closed EU platform
The former EU Online Dispute Resolution platform stopped taking complaints on 20 March 2025 and was discontinued on 20 July 2025. The old link is therefore not presented as an available route.
For cross-border disputes, current European Commission information on consumer rights and ADR bodies may help, without replacing the applicable Spanish routes.
4. Privacy and non-retaliation
Complaint data is used to investigate, respond, comply with duties and establish or defend claims. It is shared only with staff, providers, insurers, professionals or authorities who need it and kept through handling and applicable legal periods.
A good-faith complaint does not cause retaliation or loss of rights. Harassment, discrimination and safeguarding reports also follow the specific protection route.