Frequently Asked Questions

Frequently Asked Questions

Becoming a member

Can I join online?

Yes. Go to join online and select a club to find membership prices. You’ll need both your credit card details and bank account details (to set-up a direct debit) to join online. Your credit card details will be used as a backup should your primary payment fail allowing you to continue your membership and training uninterrupted. 

 

What memberships are available?

You can choose from a wide variety of membership types designed to suit your lifestyle. Whether you're looking to pay monthly with no contract or to save money with a 12-month membership package.

How long is my membership?

You get the most value from fitness when it's part of your everyday life. That's why we offer a 12-month membership as standard. We also have shorter-term options available if you're the kind of person who needs greater flexibiIity.

How do I pay?

Our flexible payment plans mean you can pay for your membership monthly or all at once. You can also choose the date you want your membership to start, so you’ll only pay from your first session onwards.

How old do I have to be to join?

Members must be at least 18 years old. If you are 16 or 17 years of age you can join but you must have signed parental consent.

Are there any other costs?

We will apply a one-off charge for our Body First induction package which will be tailored to your individual needs. This includes a consultation and orientation at your chosen club. A pro rata fee may be applied for the remainder of the month you join in. Any additional costs are for any services you choose to use such as personal training or health and beauty treatments. 

Are all the classes free?

The vast majority of our most popular classes, including Zumba, Spinning and Body Pump are free, but some speciality classes incur a small charge. You can view your local club's class timetable here.

Can I use other gyms as part of my membership / what are the club access tiers?

If you choose a multiclub membership, you can work out in every other gym in your tier and in any tier below (tier one being the highest). Please note Berkeley Square is excluded from multiclub use as public access is restricted for security reasons by the building landlord, you can however use Berkley Square on a multi-club membership if this is your home club. You can find a full, up-to-date listing of all clubs and tiers here.

What extras can I add to my membership?

If you'd rather not carry a big gym bag around all day, you'll be pleased to hear that in some clubs you can hire a locker for an additional charge, or you can request them to be added to your membership when you join. 

How do I use my complimentary guest pass?

Congratulations on taking your first step to fitness. To activate your pass and find out more contact your local club

Which Fitness First clubs have swimming pools?

Being a member

Can I bring a friend to work out with me in the gym?

Yes, in fact you've got two options. You can either bring a friend for free every Friday, as part of our Fitness Fridays or ask your friend to download a complimentary guest pass. 

How do I book a personal training session?

You can find out more about your club's personal trainers here or in-club. Once you've selected the trainer whose skills best match your fitness goal, you can book and pay for a session in-club.

What are my club's off-peak hours?

Most off-peak hours are 9am to 4.30pm on weekdays and 2pm till closing time on weekends but to be safe, why not contact your local club.

Can I change my membership package?

Yes. We understand from time to time that things change, so we’re flexible, and will help you find the best membership to suit your needs. Just give us a call on 0208 618 3100 and we’ll go through the options available to find the best solution for you.

How do I cancel my membership?

Can I freeze my membership?

Yes. If you're going away or need some time off we'll freeze your membership for just £5 a month at any time after your second month of membership. If you're recovering from an injury, simply provide a letter from your doctor and we'll freeze your membership for free whilst you’re unable to train. Just so you know, freezes begin on the 1st of each month and we require at least five working days notice to apply it. So if you were to tell us you'd like a freeze on 15th June, the freeze would start on 1st July, or if you were to tell us you’d like a freeze on 29th June, the freeze would start on 1st August. And frozen months don't count towards the length of your contract, so if you're 10 months into your 12 month contract and freeze for two months, you'll still have two months of your contract remaining when the freeze ends.   

If you request to cancel whilst on freeze, we will still request one full monthly payment as your notice period. To arrange a freeze, or to find out when the next available date you can freeze is, please visit the 'My Fitness First' section of the website or contact your local club

What happens if I move house or change job?


Don't worry, we'll simply transfer your membership to a club nearer to your new location. With many clubs in the UK you're never far away from your next workout but if there isn't a club within a five-mile radius of your new location click here to find the next step.

How do I bring my payments or Direct Debit up-to-date?

You can make payments or reactivate your Direct Debit in-club, pay online via our My Fitness First section on the website or by calling us on 0208 618 3100 between the hours of 8am and 6.30pm, Monday to Friday.

How do I make a complaint?

One of the ways we support your fitness goals and the Fitness First Promise is by striving to deliver excellent Customer Service. We understand that from time to time we might not meet your expectations. That's why we want to hear from you, so we can learn from our mistakes and continuously improve.

 

HOW TO PROVIDE FEEDBACK OR DISCUSS A COMPLAINT

 

At your club

You should speak to the General Manager or Member Services Manager at your local club

 

Contact us directly

Call: Member Services on 0208 618 3100

(lines open 8am to 6.30pm, Monday to Friday)

 

Online: Use the Send Us a Message Form

 

Write: Member Services, PO Box 7252, Poole, Dorset, BH15 9ES

Need to send us documentation?

If you need to provide us with any documentation regarding your membership i.e. proof of relocation etc.

Please send to membershipservices@fitnessfirst.com including your membership number, DOB, and your postcode

 

If you need to send us ID for a student or corporate discount please send to membershipid@fitnessfirst.com

© Fitness First Ltd 2016

Registered in England No. 3207791, VAT registration No. 253 2821 20

Registered Office: Whelco Place, Enfield Industrial Estate, Enfield Street, Pemberton, Wigan, Lancashire WN5 8DB