We are committed to providing a high-quality service to all of our members. When something goes wrong, we need you to tell us about it. This will help us to improve our service to you.
If you have a complaint, please email your local Xercise4less General Manager with the details. You can find these contact details by going to Find a Gym and choosing the location option for your home club (where you first signed up).
We require all complaints to be in email form so that there is a record of correspondence.
Your General Manager will respond to you within 5 working days with their findings and to arrange any further discussions. If you are unhappy with the resolution that has been offered by your General Manager you can follow our appeals process as follows:
Our Appeals Policy
Please contact member enquiries here or put your appeal in writing via recorded delivery to:
XERCISE4LESS Head Office
1 Kirkstall Industrial Estate
Please include any supporting evidence to ensure we can look into your complaint in as much details as possible.
We then have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Ombudsman.
What will happen next?
- We will send you an email (or letter if specifically requested) acknowledging receipt of your complaint within three days of receiving it asking for further information if we require it & enclose a copy of this procedure.
- We will then investigate your complaint. This will involve passing your complaint to one of our committed customer support agents who will review your matter file and speak to the member of staff who acted for you.
- We will contact you and explain the outcome of your appeal and the resolution we have reached.
If you are still not satisfied, you can contact the Citizens Advice Bureau (https://www.citizensadvice.org.uk) or most relevant Ombudsman to get further help and advice about your situation.
You can request an early cancellation via the website here.