Complaints Policy For Members

Introduction

We’re proud of the experience we create, but we know we are not always perfect. When something isn’t right, how we respond matters. So, we’ll listen properly, act quickly, and aim for a fair outcome for you, for other members, and for Virgin Active.

This policy is here to make raising a complaint simple, clear, and human. No unnecessary hoops, just the right people, in the right timeframes, doing the right thing.

Self-Service Disclaimer (Membership Changes)

For the fastest way to manage your membership, please use the Virgin Active app. Most changes including freezes, upgrades, and personal detail updates can be completed in a few taps, anytime, anywhere.

If you’re unable to make the change through the app, our team is here to help, but we may ask you to try self-service first where it’s available.

How you can complain

We are always here to listen, understand and work with you to resolve your complaint.

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.

Upon receiving your complaint, the member of the team you have spoken with will take ownership of your complaint. 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. Whilst we aim to resolve all queries within 2 - 4 working days, some matters may take a little extra time so that that we can appropriately investigate.

Contacting Customer Relations

We understand that getting to your club isn’t always possible, and our Customer Relations team is here to support you when you need us. If your complaint is urgent, or you’d prefer to raise it centrally, please contact us on 020 8167 6480 between the hours of 8am to 7pm Monday to Friday or 9am to 2pm on weekends.

Customer Relations is a service channel - not an escalation route. We’ll take ownership of your case, investigate by speaking with the relevant teams across Virgin Active, and

come back to you with a proposed outcome. Whilst our aim is to resolve complaints within 2- 4 working days, some more sensitive matters may take longer to resolve.

What can you do if you’re still not happy?

If you are unhappy with the proposed resolution/outcome, the receiver of the complaint will log your complaint formally and request for the relevant manager to speak with and work with you, towards a resolution.

Escalating your complaint beyond the Club General Manager

Your Club General Manager is committed to ensuring your concerns are fully understood and fairly resolved. They have overall accountability for reviewing your complaint and will personally confirm the outcome with you.

In the unlikely event that you still feel your complaint needs to be raised beyond this stage, please submit it in writing to our Customer Service Manager at [email protected]

We’ll log your complaint formally and ensure it’s shared with the appropriate senior contact for review.

Whilst our preferred communication methods are via email, App or on the phone, you can also reach us at our head office, however paper correspondence is likely to have a longer response time.

Customer Service Manager Virgin Active Limited 26 Little Trinity Lane Mansion House London EC4V 2AR

Data protection complaints

If your complaint relates to how we have handled your personal data, or how we have responded to a data protection rights request, we will treat this as a data protection complaint.

You can raise a data protection complaint through the complaints process set out above, or by contacting us at [email protected].

We will acknowledge receipt of your data protection complaint within 30 days and will investigate and respond without undue delay.

Further information about how we handle personal data, your data protection rights and your right to complain to the Information Commissioner’s Office is available in our Privacy Policy.