Click On “Need Help?”
Please View our FAQs Below
Thank you for taking the time to view our Health Club FAQ Page.
You can view the Health Club opening hours HERE.
Our Christmas Opening hours are HERE.
For any app troubleshooting queries, please check the 'Help' tile on your home app. If you are unable to resolve your query, please email email@example.com
The pool is not lifeguarded please pay attention to the pool rules.
We advise guests to look after their own safety and also look out for other bathers.
Q: What date is my Direct Debit taken?
A: Direct Debit payments are taking on the 1st working day of each month for all members. There can be no changes to this date.
Q: How can I make a payment towards my membership or bring my membership fees up to date?
A: You can make a payment by logging in to your Member Portal here.
Q: How do I update my Direct Debit details or reinstate an old one?
A: You can login to your member portal found here and follow section ‘Manage Account’ to change your details or reinstate your old Direct Debit.
Q: How do I renew my membership?
A: You can renew your membership through your member portal which can be found here.
Q: Can I freeze my membership?
A: You can freeze your membership by visiting your member portal here. We allow memberships to be frozen for between 1 and 6 months at a charge of £10.00 per month. All freeze requests should be made no later than 20th of the month to take effect from the 1st of the following month.
Q: Can I cancel my membership whilst on freeze?
A: Memberships cannot be cancelled whilst frozen (notice must be served at your usual monthly rate).
Q: I want to end my freeze early?
A: Please contact your local Health Club team in order to discuss the removal of the freeze on your membership.
You can cancel your membership by submitting a request in writing to your local Health Club. This can be via email or letter. This request is processed on the 1st of the following month, serving one full calendar months notice to cancel your membership.
Example: If you request to cancel on the 15th July, this is effective from the 1st August, the final payment will be taken for August, the membership will cancel at the end of August.
You are unable to cancel within your minimum term, other than on the below grounds:
If you are likely to be unable to use the Club, by reason of a serious injury or illness, for a period of at least two months (and you are able to provide reasonable evidence of this to us, such as a doctor's certificate). Please submit this request to us in writing along with your evidence, once this is received we will be in touch with you to confirm the next steps.
If you permanently move away from the area in which the Club is based, such that travelling to the Club is not practical for you, and there is no other alternative club owned by us within a reasonable travelling distance (and you are able to provide reasonable evidence of this to us). Please submit this request to us in writing along with your evidence, once this is received we will be in touch with you to confirm the next steps.
Your financial situation becomes materially worse than it was at your Joining Date, so that continued membership of the Club is unaffordable for you (and you are able to provide reasonable evidence of this to us). Please submit this request to us in writing along with your evidence, once this is received we will be in touch with you to confirm the next steps.
Q: How do I transfer my membership to a different Health Club?
A: You may already have access to other Health Clubs, first please check our Cross Usage policy which can be found here. If you do need to transfer to another Health Club, please speak to your local Health Club team who can support you with this.
Q: I want to change my membership type, how do I do this?
A: You can do this by speaking with the local Health Club team who will talk you through your options.
Q: Can I transfer my membership to someone else?
A: You can transfer your membership to someone else providing they don’t currently have a membership with us and they are over the age of 18. A reasonable administrative fee will be applicable for this.
Q: Can I use other Bannatyne Health Clubs?
A: We operate a cross usage policy as a goodwill gesture, allowing you use of clubs in the same 'tier' and below - Cross Usage Policy. You can upgrade your membership to access clubs in higher tiers, if you wish to do so.
Contact us via our Online Enquiry Form.