Complaints Policy for members


Table of contents  

  • Introduction 


We know we are not always perfect, and we understand that how we handle a complaint can be the difference between you continuing to live happily ever active with us, or not. We aim to do the right thing and get the fairest possible outcome for you, our members, and Virgin Active. Our Complaints Policy is designed to enable you to speak with the most relevant contacts, within a reasonable time frame, to achieve the right outcome.  

How you can complain 

We are always here to listen, understand and work with you to resolve your complaint. The most efficient way to make a complaint is via the Virgin Active App. Please head to the Club Feedback section. You can also log your concerns face to face in the club, over the phone or via email.  

In Club 

If you are unhappy during a visit to one of our clubs, we hope that we create an environment where you feel comfortable raising your concerns to the club team on the day. Please privately speak to a member of the team, and outline your complaint. The team member will aim to resolve your complaint at the time. If they are unable to do so, they will request for the relevant Head of Department or Experience Leader on shift (if the Head of Department is unavailable), to speak with and work with you, towards a resolution. 

In App 

If you have left the club, please head to the Virgin Active App and select “Club Feedback.” Please select the club your feedback relates to, and enter your comments here. This feedback is picked up by the relevant Head of Department. 

Over the Phone 

If you do not wish to speak with a member of the club team, please call our Central Membership Team (Head Office) on 020 7717 9000. 

What we’ll do and when 

Upon receiving your complaint, the member of the team you have spoken with will take ownership. They will investigate your query, speaking with all relevant contacts within Virgin Active. Once their investigation is complete, they will get back in contact with you, to discuss a proposed resolution/outcome. We will aim to resolve this for you, within 48hours.   

Who are the relevant contacts 

  • The relevant Head of Department will depend on the category of your complaint: 
  • Service levels and/or standards – Club Head of Operations
  • Club facility (equipment/fixtures and fittings) – Club Head of Operations
  • Group Exercise – Club Head of Exercise Experience 
  • Personal Training – Club Personal Training Manager
  • Club V/Creche/Swimming Lessons – Club Head of Family Activities 
  • Tennis – Club Head of Racquets 
  • Freeze, cancel or payments – Club Head of Membership 

What can you do if you’re still not happy 

If you are unhappy with the proposed resolution/outcome, you should escalate your complaint, following the escalation route as outlined below:  

Virgin Active Complaints Journey

Any complaints sent to/received by our Executive Team/Directors will be handed over to our UK Head of Customer Service

What contact details do you need 

The club team contact information will depend on the club your complaint relates to and the category of your complaint. Please use the information above to identify the relevant contact. If you do not have their details, please speak to a member of the club team or call our Customer Service Team (Head Office) team on 020 7717 9000 who will be able to provide this information.  

If you have spoken with the Club General Manager and wish to escalate your complaint to the UK Head of Customer Service, he can be reached on: 

Name: Jonny Glass 
Phone: 020 8124 4031 

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