Handle a membership cancellation complaint

Check the terms, decide fairly and reply in writing.

1. Log the complaint
2. Check the membership terms and notice period
3. Check the direct debit was stopped on time. Most people forget this: Payments taken after a valid cancellation must be refunded
4. Decide on a refund
5. Approve the decision (Site manager signs off)
6. Reply in writing
7. Log the cause

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