Frequently Asked Questions

Our most asked questions

ARE YOU OPEN?

Yes, all our clubs are now fully open including pools, saunas and steam rooms. All changing room facilities, lockers and showers are available to use.

Classes are back to normal and we kindly ask members continue to be mindful of each others space during both classes and training sessions. You can book classes up to 7 days in advance on the website or via the Fitness First UK app (download on the App Store or Google Play). We advise you to book early to avoid any disappointment and if you need to cancel please give at least 24 hours notice so we can offer the space to another member.

WHAT ARE THE OPENING TIMES?

Please visit your home clubs page for details. Find your Club here  

WHAT CLEANING AND SAFETY MEASURES DO YOU HAVE IN PLACE?

The health and safety of our members and our team remains our priority, so we’d like to reassure you our enhanced cleaning regime will still be in place after 19th July so you can enjoy every training session with us.

- Regular sanitising of equipment. Hygiene stations are available all around the gym. 

- Sign-ins are mandatory and contactless via our App. Please make sure you have the Fitness First App installed on your smartphone to check-in. Download the app on the App Store or the Google Store. 

We can all keep doing our part to help keep each other safe as we move to Step 4 in the roadmap. Please help us by wiping down all equipment before and after use.  

ARE MEMBERS REQUIRED TO WIPE DOWN EQUIPMENT AFTER USE?

Yes, we kindly request members to wipe down all equipment that you use after you’ve finished with it. 

Cleaning stations with anti-bacterial spray and wipes are located throughout the club for your use. 

WILL YOU HAVE HAND SANITISER AVAILABLE FOR MEMBERS?

Yes, hand sanitiser will remain available at reception when you enter and at various points throughout the club. 

SHOULD I WEAR A MASK IN THE GYM?

As per updated Government guidelines from Monday 19th July masks will become optional.

We kindly request members continue to be mindful of others when training in club. If you're feeling unwell or showing any coronavirus symptoms please do not come into club. 

WILL I HAVE TO BOOK TO USE THE GYM?

No. Group Exercise classes will operate with a booking system but you will not need to book to use the gym. 

DO YOU OFFER PT SESSIONS?

Yes, our clubs are offering Personal Training sessions, please don't hesitate to ask a member of the team in club if you would like more information.

If you're interested you can also request a PT session here.

I HAVE A COMPLAINT; HOW DO I RAISE THIS?

We value all feedback. 

Our customer service team is available on membership.services@fitnessfirst.co.uk to support you with any concerns you may have. We ask you to please be patient as it may take a little longer than usual to come back to you. 

To provide feedback or discuss a complaint you can also speak to the General Manager at your club. 

IF I’M NOT READY TO RETURN TO THE GYM, WHAT ARE MY OPTIONS?

You can request for your membership to be frozen by completing the Freeze request in your Member Area or by contacting membership.services@fitnessfirst.co.uk at least 2 weeks before the end of your freeze period is due. 

WHERE IS MY NEAREST GYM?

Use our Club finder to find your nearest gym, simply type in your postcode or use the map functionality to search. 

WHAT TIER IS MY GYM AND WHAT DOES THIS MEAN?

Each gym is within a pricing group. This defines which gyms you can use as part of your membership. You can use any gym in your membership tier and in any tier below. Your tier is specified on your membership confirmation sent via email when you joined your home Club or on the Club page. Clubs may change tier over time, you can find a full up-to-date listing of all gyms here. 

ARE ALL THE CLASSES FREE?

Our class offering is totally included in your FFX membership. We have over 55 classes available, across 5 categories: Strength, Cardio, Mind & Body, Cycle and Fight.  

Discover more here  

HOW DO I BOOK A CLASS?

Booking is really simple. You can book onto classes via the Fitness First website or the Fitness First UK app (download free in the App store or on Google Play). You can book up to 7 days in advance.

Simply view your club’s timetable and once you’ve found the class you are looking for, click ‘book now’ and your class will show as booked. You will receive an email confirmation to the email address registered to your membership. If a class is fully booked, you can join the waiting list. If a place becomes available, you will be automatically booked onto the class and receive an email confirmation.

Don't forget to swipe in to register your attendance at the class – if you don’t, you may receive an email about non-attendance. 

HOW DO I CANCEL A CLASS?

You can cancel a class booking anytime from booking and up to 24 hours before the class starts. Cancellations can be made on the website or on the Fitness First UK app. We please ask that you provide as much notice as possible for cancellation so that we can notify members on the waiting list of the available place. 


HOW DO I BOOK MY TRAINER-LED SESSION(S) INCLUDED IN MY MEMBERSHIP WHEN I JOINED?

Simply pop into or call the club you’d like to have your sessions in, and a member of the team will book you in. 

WHICH CLUBS HAVE SWIMMING POOLS?

Please check your local gym page for a full list of club facilities. In central London, the following clubs have swimming pools: Baker Street, London Bridge, Cottons, Bishopsgate, Tottenham Court Road and Waldorf. In greater London, Hammersmith, Highbury, Streatham and Thomas More Square. Outside of London the following clubs have pools: Milton Keynes, Wigan, Bangor and Bedford. 

DO YOU PROVIDE TOWELS?

In some gyms we offer free towels for our members, simply pick one up from reception on your way in. In clubs where this service is offered members are entitled to one free towel and can hire another for £1 if required. To find our if your gym offers this service check your local gym page. 

HOW OLD DO I HAVE TO BE TO JOIN?

Members must be at least 16 years old.

WHAT MEMBERSHIPS ARE AVAILABLE?

Our FFX membership is designed to provide everything you need to start your fitness journey, create a habit, and get results. It includes multi-club access, advanced class booking and 2 trainer-led sessions. 

We have individual members, students, and corporate memberships available.  

DO I GET A GYM MEMBERSHIP CARD?

The Fitness First UK app (free in the App store or on Google Play) will give you easy, contactless entry into the clubs in your Tier. You must swipe in at every visit. 

HOW DO I PAY?

You can decide to pay for your membership monthly via direct debit or all at once as a lump sum. 

WHEN WILL MY DIRECT DEBIT BE TAKEN?

For members who joined at any date up to 30 June 2020, your monthly membership fees will be collected in advance on the last working day of the preceding month (for example your membership fee for August will be collected on the last working day of July) 

For members who join on or after 1st March 2021 and are paying via direct debit, your first direct debit payment will be collected 10 days after joining and will include your start-up fee and first month’s membership fees combined. Your second and recurring direct debit for the duration of your membership will be collected monthly on the date you joined. (For example, if you join on 10 March, your direct debit for your start-up fee and first month’s membership fees will be collected on 20 March. Your second direct debit will be collected on 10 April and the 10th of each month thereafter.) 

For members who joined between 1st July 2020 and 28th February 2021 your monthly membership fees will be collected on the 12th each month from 12th April 2021.

HOW DO I BRING MY PAYMENTS OR DIRECT DEBIT UP TO DATE?

You can make payments or reactivate your direct debit in-club (click here to find contact details for your local club). Either call or pop in. 

CAN I ACCESS MY ACCOUNT ONLINE?

Yes – you can manage your account quickly and easily without the need for a call or email via your Member Area. 

You’ll then be able to book classes, manage your account and change your personal details. If you haven’t registered yet, please click here to set up your account. 

CAN I CHANGE MY MEMBERSHIP PACKAGE?

Yes. We understand from time to time that things change, so were flexible and will help you find the best membership to suit your needs. Get in touch!  

HOW DO I CANCEL MY MEMBERSHIP?

You can cancel your membership at any time, as long as you give us one calendar months' notice and clear any balance on your account. 

You can do this in your Member Area. 

WITHIN 10 DAYS OF JOINING DATE 

If you are within 10 days of your joining date you can still change your mind. Just let us know and we’ll sort everything out for you. You will not be charged for any usage during this period. 

END OF MEMBERSHIP TERM (LUMP SUM PAYMENT) 

If you paid for your membership in one go (lump sum) and are at the end of your minimum membership length (6 or 12 months) then your membership will automatically end. You don’t need to do anything. We’ll contact you to see if you wish to continue working out with us and can get you restarted. 

DIRECT DEBIT BUT STILL WITHIN MINIMUM MEMBERSHIP TERM 

You can cancel at any time with one month’s notice, paid at your normal monthly rate. You also need to clear any balance on your account. Please contact our friendly Membership Team Services on membership.services@fitnessfirst.co.uk and they’ll be happy to help. 

If your circumstances have changed due to relocation (more than 5 miles from your home club), redundancy, financial hardship or sickness and you can provide professional documentation to support this, you can apply to cancel for a change in circumstance. Get in touch and we’ll gladly help. 

DIRECT DEBIT AND HAVE COMPLETED YOUR MINIMUM MEMBERSHIP LENGTH 

After your minimum 12-month contract, your membership will continue on a rolling monthly basis unless you tell us you want to cancel in your Member Area. Please remember to give one full calendar months' notice, paid at your normal rate – for example, if you want your cancellation to take effect at the end of June, notify us by 1 June at the latest. We will send an email confirmation so please tell us if you do not receive this. You are responsible for cancelling your direct debit once we have processed your cancellation. 

IF YOU ARE A CORPORATE MEMBER AND JOINED VIA YOUR EMPLOYER 

Please contact your HR department. 

 

CAN I FREEZE MY MEMBERSHIP?

Yes, any time after your second month of membership. We can freeze your membership for up to two months. Please visit your Member Area for more details. 

Free freezes may apply in some circumstances. 

Freezes begin on the 1st of each month and we require at least five working days’ notice. So, if you were to tell us you’d like a freeze on 15th June, the freeze would start on 1st July. If you were to tell us you’d like a freeze on 29th June, the freeze would start on 1st August. Any frozen months don’t count towards the length of your contract, so if you’re 10 months into your 12-month minimum contract and freeze for two months, you’ll still have a minimum of two months of your contract remaining when the freeze ends. 

WHAT HAPPENS IF I MISS A DIRECT DEBIT PAYMENT?

Don’t worry, these things happen from time to time. If your direct debit is still active, then we will re-attempt the direct debit around the middle of the month. 

WHAT HAPPENS IF I CANCEL MY DIRECT DEBIT PAYMENT?

Once your payment is unsuccessful your account will automatically fall into arrears and you will be unable to access your club. To continue your membership uninterrupted, you will need to contact your local club to bring your payments up to date and reinstate your membership. 

Please note cancelling your direct debit will not cancel your membership. See above sectionhow do I cancel my membership’ for more information on this topic. 

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