1.How to complain
Complaints should be sent to complaints@leanplayfootball.com, stating your account identifier, the facts complained of, the outcome sought and any supporting documentation. Complaints concerning the welfare of a young person should instead be sent to safeguarding@leanplayfootball.com and are handled under the Safeguarding & Minors Policy.
2.Timelines
We acknowledge complaints within two (2) business days, provide a substantive response within fifteen (15) business days and, where exceptional circumstances prevent this, provide a holding response explaining the delay and giving a final date not later than thirty-five (35) business days from receipt.
3.Internal review
If you are dissatisfied with the outcome, you may request an internal review within fourteen (14) days. The review is conducted by a senior officer who was not involved in the original decision and is completed within thirty (30) days.
4.Alternative dispute resolution for consumers
Consumers resident in the European Union may refer an unresolved dispute to a certified alternative dispute resolution body under Directive 2013/11/EU. LeanPlay will identify the competent body on request and will state whether it undertakes to participate in the proceedings. Nothing in this clause requires a consumer to submit to arbitration or otherwise deprives a consumer of the right to bring proceedings before a court.
5.Football and sporting disputes
Disputes between Users concerning representation agreements, service fees, transfers, training compensation, solidarity contribution or employment fall within the competence of the FIFA Football Tribunal, the relevant national dispute resolution chamber or, where applicable, the Court of Arbitration for Sport. LeanPlay is not a party to such proceedings, does not adjudicate them and will provide platform records in response to a lawful request from a competent body.
6.Data protection complaints
Complaints concerning personal data may be addressed to the Data Protection Officer at dpo@leanplayfootball.com. You retain the right to lodge a complaint with the supervisory authority of your habitual residence, place of work or place of the alleged infringement, and to an effective judicial remedy under Articles 77 to 79 GDPR.
7.Governing law and jurisdiction
These procedures and any non-contractual obligations arising out of them are governed by the law of the Netherlands. The courts of the Netherlands have exclusive jurisdiction, save that a consumer may bring proceedings in, and may be sued only in, the courts of the member state of their domicile, and save for the sporting jurisdictions described above.