Our Promise to You

Our Promise to You

Our goal is to ensure you receive (Fitness) First class service from us. We won't always get things right - after all, we're only human - but our promise to you is that we'll try to meet the following standards of service.

A warm welcome

1. Come and have a workout

You wouldn’t splash out on new trainers, a new coat or a new car without first trying before you buy, so why should a gym be any different? That’s why you’re welcome to come along and try our clubs and classes for free for a day before deciding to join.


2. Expertise guarantee

Every member of our fitness team has a fitness qualification and is available for free support. In addition, we’re the only UK gym chain where every personal trainer has at least a Level 3 qualification* with the Register of Exercise Professionals (REPS). *Levels 3 and 4 are the top two levels recognised in the fitness industry.

3. Customer care promise

Not only is our Contact Centre based in the UK, it's staffed by people who use our gyms and understand your goals. We've also extended the opening hours so they fit around your busy lifestyle. Call us on 0208 618 3100, Monday to Friday between the hours of 8am and 6.30pm.

4. We’ll listen to you

Your input shapes our output. Every month we contact members for their personal feedback about their experience at Fitness First. We won't stop until it’s 100% positive. 

Peace of mind

5. Safety promise

Every piece of fitness equipment (and fire escape route) is checked regularly to ensure they’re safe for use and every club has qualified First Aiders. In short, you’re always in safe hands.

6. Comfort guarantee

If within 14 days of joining you have a change of mind and decide you'd like to leave, just let us know and we'll sort everything out for you. We promise no quibbles and no hassle.

7. The easy guarantee

If you decide to cancel your membership, we want to make the experience as pain free as possible within the terms of your contract. That's why if you choose to leave at any time, you can let us know in person, by post or phone - whatever's easiest for you.

8. Peace of mind promise

If your circumstances change (due to injury, pregnancy, redundancy, etc) and you need to stop coming for a while, we'll do our best to find the right solution for you, be it a freeze, a new package or cancelling your membership.

9. Price freeze promise

We won't increase the cost of your membership whilst you're in your initial payment term, so you can budget your finances safe in the knowledge there'll be no surprises

A warm goodbye

10. A final thank you

If you choose to end your membership with Fitness First we’ll give you 4 free guest passes so you can come back at any time for another workout to the Zumba beat or a final crack at beating your 5k personal best.

© 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