Tuesday 31st March 2020
At this extraordinarily challenging time, supporting your organisation, your members and our colleagues is our absolute priority. We’re working hard to make sure we provide you with the best level of support now and for the future.
Account Management Team
Following the restrictions announced by the UK Government on 23rd March, all our teams are working remotely. The Account Management team are diligently working to answer your questions and ensure you have all the information you need during this time. Thank you for your patience during this period, rest assured we understand how difficult this period is for you and your business and want to help you.
You will already have received a number of email updates from our team. As time goes on the team will be sending you more important updates via email – please look out for these.
In the meantime, we have collated useful resources and links to help guide you through this unprecedented time for your business – COVID-19: Resources & Useful Links.
Member Services Team – Operational Adjustments
We want to reassure you that our Member Services team is still working hard to support your members. This team is now working remotely, to accommodate this we’ve made temporary changes to the way we operate:
- Telephone lines are closed until further notice
- We are open 8am-5pm on weekdays
- Email support only
COVID-19 has impacted our colleagues, and along with the moving this team from our contact centre to homebased working, our ability to keep our telephone lines open has been impacted. We took the difficult decision to close our telephone lines until further notice.
We are reviewing this decision daily and look to reopen phone lines as soon as we are confident that we are in the best position to serve your members.
Member Services Team – Delayed Response Times
In recent days and weeks, our Member Services team has received an extraordinarily high volume of demand. Members will experience a delay in receiving a response from our team – we are very sorry for the inconvenience this is causing.
Cancellation requests: Subject to the policy of your organisation and terms of membership, if a member has contacted us to request a membership cancellation, this will be actioned from the date of their email. Where a payment has been collected in the interim period, the member will receive a refund to their bank account within 3 weeks.
Freeze requests: Subject to the policy of your organisation and terms of membership, if a member has contacted us to request a freeze, this will be actioned from the date of their email. If a payment has been collected in the interim period, the member may receive a refund based on your policy, our team will confirm this to the member and if due a refund will be paid into their bank account within 3 weeks.
Thank you once again for your patience and understanding during this challenging period.
We are passionate about the health and fitness industry and determined to ensure you come back stronger than ever.