Complaints policy

Last updated: September 01, 2026

Varsity Nine Complaints Procedure

Varsity Nine is committed to providing a high standard of service to our athletes and their families. If you are unhappy with any aspect of our service, we encourage you to raise it with your main point of contact at Varsity Nine in the first instance so that we have an opportunity to resolve it.

Making a formal complaint

If your concern has not been resolved and you wish to make a formal complaint, please email hello@varsitynine.com

To ensure that formal complaints are properly recorded and handled consistently, all correspondence relating to a formal complaint must be sent by email to this address.

We ask that you keep correspondence relating to the same complaint within the original email thread wherever possible, and that formal complaints are not pursued simultaneously through WhatsApp or other communication channels.

Please include:

  • your name and the athlete’s name;

  • a clear summary of your complaint;

  • any relevant supporting information; and

  • the outcome you are seeking.

What happens next

We will review your complaint together with the relevant records and information available to us. We may contact you if we require further information.

We aim to provide a written response within 15 working days. If additional time is required, we will let you know.

Our response will set out Varsity Nine’s overall findings and position. We will consider all relevant matters raised but may address related issues collectively rather than responding separately to every individual point or question.

Final response

Where we confirm that a response represents Varsity Nine’s final position, our internal complaints process will be concluded.

We will not normally reconsider matters that have already been reviewed unless material new information is subsequently provided that could reasonably affect the outcome.

Further correspondence which substantially repeats matters already considered may not receive a further substantive response.

Payments during a complaint

Raising a complaint does not change the payment terms agreed under your Service Agreement.

Payments remain due in accordance with the agreed payment schedule. Any overdue amounts will be managed in accordance with your Service Agreement and our applicable terms and conditions.

Nothing in this Complaints Procedure affects your statutory consumer rights.

Our commitment

We will consider complaints fairly, professionally and in good faith. Making a complaint will not affect the standard of service or professional treatment you receive from Varsity Nine.

We ask that all communications throughout the complaints process remain respectful and reasonable.