Fitness First UK Avis 

THE WORST- They charged me even though I cancelled my membership and refuse to refund me.

I have been attending the gym for some time now and I enjoy it a lot. The variety of classes they have is great for me to pick what I like - sometimes I even struggle as don't have enough time to pick all classes I want!
I read the negative reviews on cancellations - and cannot share those, it must be location specific, as I needed to pause my membership at my branch for 4 months - and had no problems with it!

Staff are lovely and the people I've met are friendly. Could do with more changing rooms though

Milton Keynes Fitness first
Although paying good money to use the gym. They are very happy to squeeze more money out of you. Even though they have a designated car park, they some how think it’s acceptable to hand you over to debt collectors if you forget to put your vehicle reg in the computer.
Watch Out!

I have visited the Fitness First Thomas More Square. They have increased the price as they completed a refurbishment. Unfortunately for the size of the gym there are too many people. Often especially when the Hyrox class is on there are no weights or space to exercise in the free weight area. In addition there are often machines broken. It needs improvement.

Attempted to cancel in July 2024 due to job loss and pregnancy complications. Cancellation was ignored. Rather than charging me the difference in the 12 month term and normal rate per the T&C, I was charged the monthly fee which became an amount in arrears due to the gyms failure to cancel. At this time, my membership was transferred to another gym without my consent or notice. After months of back and forth with the member services team, the FF team refused to accept anything less than the outstanding amount and a fee for cancellation (close to £600). Once paid, they refused to acknowledge cancellation and attempted to charge another £95. Hiring a solicitor to handle but needless to say, I would not recommend this gym or it’s selective interpretation of its terms and conditions.

Fitness First has continued to charge after request to freeze membership after accident.
Following an accident in September I wanted to freeze my membership. I had records from the hospital, doctors and physiotherapist. My treatment continued until December. I have had a personal trainer for nearly a year and have been happy with the friendly service at St Albans but knew I was not able to return to the gym until the beginning of 2025.

I have written to head office to explain the situation and been into St Albans who believed it had been cancelled as they could no longer find my records and yet £49 has been deducted each month since September!
I have tried again this morning to access my account with success. I am now able to cancel my account but have to pay until 6th Feb. Although I am relatively fit, I am a retired woman who aims to keep healthy and am truly upset by the amount of money that has been wasted in what appears to be a fault in the system.

Such a poor, poor service!

Poor gym, for the money you spend the equipment is always faulty and it's hard to get hold of head office for complaints. Ive been paying for months without knowing as I was out of contact and decided to start going again. I missed a payment in may and started going again in October only because I realised I've been paying the whole time. The system flagged my profile because of a missed payment in may. Members of staff understood that I hadn't been in and agreed with me that it should be wiped off the system as I've been a member over a year etc. head office finally got back to me after months and said they can't do nothing I must pay full 🤦🏽 which I am not paying a penny. Soo go for a gym that has more compassion for there members and not just business minded because it only works there end.. for example if I'm paying for a service that I'm able to get the full service because things are out of service they should give you a discount for that month but no not fitness first...m. terrible gym

I suspended my account with one of their staff, yet now I am being harassed by debt collectors for a membership I have not used.

AVOID!!!!!!!!!!!!!!!!!!!!!!!!

Where do I even begin…

Let’s start by making it clear that this review is specific to the Fitness First London Bridge Cottons location. I’ve been a Fitness First member for years, both in the UK and Australia, and my overall experience has been positive. Sure, some facilities are a bit dated, and repairs on the sauna or steam room can take longer than expected, but having been a member of several other gyms over the years, I know these issues are not uncommon.

However, my experience at the London Bridge Cottons location was truly unforgettable—and not in a good way.

My partner and I visited the site for a tour having recently moved to the area and it seemed great at first and we were excited to look around! The tour was led by an official Fitness First sales representative named Jake. who promised us an exclusive deal: if we signed up on the spot and canceled our current gym memberships, he would enroll us in a “student membership” for six months at £85 per month, rather than the standard £120 per month option for a 12-month membership (we clearly told him we were not students). Jake assured us—complete with a wink—that he would “sort it out.”

It seemed like a good deal, so we signed up!

Fast forward to month number two, and we discovered that our memberships had automatically increased and had been switched to the standard £120 per month rate. When I called to query this, the manager, Hatim Al Abbadi, told me to come in and discuss it in person which I thought was a bit odd. When I met with him (in person) he explained that Jake “was no longer working at Fitness First” and admitted he couldn’t discuss the situation over the phone “in case it was recorded.” He then confirmed that Jake had lied to us and signed us up on false pretenses, referring to him as “a typical sales rep.”

Despite acknowledging the issue, Hatim informed me that we were now locked into the full 12-month membership at £120 per month, rather than the 6-month, £85 membership Jake had promised and signed us up to. He vaguely assured me that he would try to “sort it out” at some point later on down the line, but, for some reason would need to wait for new members to sign up.

Weeks went by as I repeatedly contacted the gym for an update. Each time, I was told by reception that Hatim would “get back to me ASAP.” He never did. I called over 10 separate times, not so much as an email back.. When I went back to the site in person (after calling ahead to confirm Hatim would be there) I was told he was now “off-site all day.”

To make matters worse, I recently underwent spinal surgery following a back injury, which will keep me out of action for at least a year. Naturally, I needed to cancel my membership. Despite sending over 20 emails, calling numerous times, speaking to 8 different staff members, and filling out 3 separate cancellation forms, no one responded. I had to call head office consistently for over 3 weeks and speak to accounts and beg them to patch me through to memberships in order to rectify —this, despite providing direct proof of my surgery from my spinal surgeon in various emails & a doctors note confirming I’m
no longer able to gym for foreseeable - addressed to both the membership team and the Cottons London Bridge team.

The level of incompetence and unprofessionalism I’ve encountered here is unlike anything I’ve experienced before. To have an official sales rep sign new clients up under false pretenses, only to change the terms after signup with no option to cancel, is not only unethical—it is, quite frankly, illegal.

The subscription cancellation policy is deliberately obscure and unclear, with nonexistent online and front desk support, email responses after weeks, excessive prices for what they offer, and a general disregard for their subscribers with money-grabbing policies. Avoid it.

Staff are all very nice and helpful. Gym is generally quite clean. Big downside is the lack of hip abduction and hip thrust machines. There just isn’t enough equipment for glutes muscles which all of us with desk based jobs really need to work on!

Excellent communication from Gemma, who helped me sort out my problem (of my own making!) quickly and easily.
Will definitely use the WhatsApp option again, next time - it worked well.
Thanks to Gemma - a great customer service experience!

I joined Fitness First specifically for the Tottenham Court Road branch, which has been a sanctuary for me over the past year. This gym played a crucial role in helping me prioritise my mental health amidst work and personal life.

The pool, sauna, and steam room at Tottenham Court Road were major factors in my decision to join, and I’ve used these facilities weekly as part of my routine. They’ve been integral to my ability to relax and de-stress, offering a peaceful environment where I could unwind and recharge. I even adjusted my lifestyle and invested in a nearby co-working space to align with my gym schedule.

However, I was recently informed via email that the gym is shutting down mid-contract and "moving" to Marylebone. While I understand that this is due to a landlord decision, calling it a "move" feels misleading. The new location will lack the pool and spa facilities that made Tottenham Court Road unique and justified what are, to me, premium membership fees.

When I contacted the membership services team to discuss my options, I was met with an unhelpful attitude of “it is what it is.” Despite explaining how this change has impacted me, my request to exit my contract early without incurring hefty fees was denied. I feel disappointed, upset, and angry that I’ve invested so much money into a gym that is now closing through no fault of my own, yet the company seems indifferent to the impact this has had on members.

I strongly advise others to avoid Fitness First. They lock you into a year-long contract and show no regard for the impact on members when they decide to close a gym.

Edit: it took me going to the CEO to finally have my matter resolved

Please keep in mind this company has no direct number or email for head office!
Absolutely disgusting, I will tell all social media to stay away! Do not get into a contract with this company!
I dislocated my shoulder in one of their gyms that a member of team told me to do, my partner then got cancer and he was under going chemotherapy so we had to isolate for 5 weeks and are still having to do so. I tried to cancel my membership but they refused it.
Im now two months behind on payments due to being on universal credits and having no income apart from that and now they are saying because I'm two months outstanding I have to pay before I can cancel. I'm waiting on legal procedures as I've been in touch with a solicitor and they say I will win and probably get compensation for this as it's impacted my mental health and anxiety.
Please do not use this company.

Wonderful people
Best class in Brixton: Body Combat by Michal

Excellent and responsive service.

Super easy and fast no hassle at all.

Very well equipped and plenty of choice for any workout. Staff seem very helpful. Opening hours could be slightly earlier, many people start work very early and workout at the end of the day is not always an option.

I was able to start my exercise as the same day of my gym purchase.