Difficult cancellation policy. I have been freezing my membership due to pregnancy, and subsequently wanted to cancel because of a mix of health and personal reasons which made impossible to return to the gym. Nuffield in Kingston Upon Thames was trying to charge me a month notice despite I was impossibilitate to use their services. - AVOID. I would have probably returned to the gym in the future, but given their behaviour I will definitely think about alternatives.
Date of experience : 29 May 2024
Reply from Nuffield Health
Thank you for your feedback and I am sorry to read that our cancellation policies will have an impact on your fitness operator choice when reviewing options again.
I'll therefore share this critical feedback with the team that determines terms and conditions, as part of any future review.
16 reviews 22 Aug 2024I have attended a joint pain programme which has been a wonderfully positive experience. I have gained confidence on using weights & managed my pain , it has impacted on my mental health in a positive way & I have looked forward to each session & using the gym & swimming thankyou.
Date of experience : 04 June 2024
8 May 2024I was referred to The Nuffield Oxford by my Dermatologist at the Nuffield Cheltenham which knows me well, has my records, has a file, has undertaken several pre-op assessments etc etc. Nuffield Oxford is a 1 3/4 hour plus drive each way for me. Despite a request from my Nuffield Oxford consultant, I was obliged to come 'in person' to Oxford for a pre-op. 90% of it could have been done on the phone. No new ECG was required. Only a blood test & blood pressure readings physically needed. THIS WAS A TOTAL WASTE OF A DAY FOR ME BECAUSE OF A LACK OF JOINED UP NUFFIELD SYSTEMS/ LAZY ADMINISTRATIVE "COMPUTER SAYS NO" TYPE BUREAUCRACY. YOU SIMPLY MUST SORT THIS OUT, IT WAS ABSOLUTELY INFURIATING, AND NOT WORTHY OF THE NUFFIELD GROUP.
Date of experience : 23 April 2024
Reply from Nuffield Health
Dear Mr McMeekin,
Thank you for your review and for this constructive feedback, which I have shared with the hospitals Senior Management Team directly.
For reference, if you would like to raise a formal concern about any treatment received via Nuffield Health our full complaints and feedback process can be found here: https://bit.ly/3CD8eqt
In the meantime, thank you again for taking the time to share your patient experience of our Nuffield Health, The Manor Hospital.
I joined as part of a trial and found the staff were helpful.
Date of experience : 01 May 2024
22 reviews 4 Jul 2024I have contacted senior management about a request back in end of february, received a standard response of "looking into it" from a senior representative at head office and despite trying to chase it with them repeatedly, now some 6 months later , nothing. no phone number to speak to a person, just form filling and emails to get a response .No compassion, not interested in individuals despite the claim on website"Your complete satisfaction is very important to us." Do not make such false claims please. So disappointing and cannot recommend. Agree with all previous comments of lack of customer care , unsupportive and poor response times and no compassion.
Date of experience : 04 July 2024
Reply from Nuffield Health
Thank you for taking the time to provide this feedback and apologies for the lack of response. Nicola, the senior manager reviewing your complaint, will be in touch today, with a further update.
21 May 2024We have had serious problems with how the 360+ health assessments are run by Nuffield. The software system they use (Trium) is poorly designed, so the questionnaires my wife and I completed before our assessments were lost. We did spent about 1h-1.5h each on completing them. When we came for our appointments it was clear that all Nuffield staff in the centre were aware of these problems. This meant that more than half of our time were spent on answering the questions from the questionnaire rather than on discussing our health. Note that our assumption was that the staff would be prepared for the assessment by (at least briefly) looking into our questionnaires – this did not happen. Because of these I do not think the doctors spent enough time on talking to us about our problems or on discussing possible options for dealing with them.
Date of experience : 20 May 2024
Reply from Nuffield Health
Thank you for this feedback and my sincere apologies for the poor patient experience with regards to our Health Assessment questionnaire portal.
If you have any concerns regarding your health assessment with Nuffield Health our full feedback and complaints procedure can be found here: https://bit.ly/3CD8eqt
13 Aug 2024Nutfield have been amazing in Croydon the joint program with Faye is so good. The gym has made non gym goers feel accepted and build their confidence and health
Date of experience : 03 June 2024
14 May 2024The gym is overpriced, and they keep increasing the membership fee twice per year.
The equipment is very old and falling apart. Also, there’s not enough equipment, only 1 set of each machine and 1 set of dumbbells which makes it very busy. They have classes there every day and they tend to take all the small weight dumbbells which means no smaller dumbbells available for others. As I mentioned they only have 1 set per each weight.
They have closed the jacuzzi because apparently, it’s too expensive to keep it, in spite increasing membership fee twice per year. Sauna is often out of order. It seems that it’s broken most of the time and they take weeks to get it fixed each time.
Showers and lockers are in a poor condition, and they don’t even provide towels for this very high fee.
Definitely not recommending it.
Date of experience : 14 May 2024
Reply from Nuffield Health
Thank you for this feedback and I am sorry to read you are not enjoying your club experience at our Battersea Fitness and Wellbeing Centre.
Please can you confirm your contact information, via the information request form I will be sending shortly, and I'll get the Customer Experience Manager to follow up on the concerns raised in your review.
19 May 2024Bring a guest costs £15 even though I’ve been paying £59 a month. Other gyms offer much better benefits. Quite disappointing as I would have loved to show the services off to have my friends sign up!
Date of experience : 12 May 2024
Reply from Nuffield Health
Thank you for your review. You are correct, guest access outside of open/’bring a friend’ days is chargeable. Please do keep an eye on your local club's social media pages, as well as in-club posters which will advertise the next event. Guest access is normally chargeable as we do need manage footfall into the centre. Perspective members can book a tour of club on our website should they wish to have a tour of the club facilities, before joining.
30 Jul 2024I joined looking to work with a personal trainer to support my overall fitness as I manage various sporting injuries. Paulo Alencar has been great to work worth with. He has carefully studied my body mechanics and is working on building up my range of motion. Each workout has been focused on a specific area and I’ve been really happy with the challenges.
The gym itself is definitely feeling a little worse for wear and could use some love, but this review is just for Paulo and my positive experience with him.
Date of experience : 30 July 2024
11 Jun 2024Money making Scam service… they gave me a date over the phone for my appointment, they never sent me a confirmation of my appointment date the customer service advisor gave me the wrong date which I noted in my diary.. they emailed me on a weekend to tell me a totally different date of my appointment which was on a Monday straight after the weekend , I tried to call them and it was shut an absolute terrible customer service ever they wrote in the email to contact them 3 days before any appointment to amend it but emailed me on Saturday which left me with no days at all because the centre was closed(why email me on a Saturday telling me to contact them when they are shut?). they tried to charge me more and More money to reschedule. It’s just a scam and a joke… wouldn’t recommend at all.. they have been taking money every month from me for nothing at all.. after all I have had no service from them but taken all my money. Absolute Day light robbers.
Date of experience : 10 June 2024
Reply from Nuffield Health
Thank you for your review and my sincere apologies for the poor patient experience here.
Our full complaints and feedback policy can be found here: https://bit.ly/3CD8eqt Once any complaint has been received, we'll make sure it’s investigated, in full, by the appropriate senior manager.
In the meantime, I would like to apologise once again for the issues you have experienced sourcing an appointment.
17 Aug 2024The whole experience of attending the pain management classes, being equipped with the excellent journal for reference, and having rehab specialist there at hand (Sacha), has improved my physical and mental wellbeing and attitude massively. It's given me the confidence to exercise and try new things with confidence. Can't praise it enough.
Date of experience : 17 August 2024
11 Jul 2024Review Brondesbury Park branch
I joined the Nuffield Joint Pain Programme in March and can't recommend it enough!
The classes are lead by Paulo Alencar who's an engaging and supportive trainer, he really knows his stuff and always make sure we do too by educating us on why we are doing specific exercises, nutritional advise etc. I'm finally excited about being back in a gym again.
Date of experience : 11 July 2024
14 reviews 25 Jun 2024Never any response from customer services or the manager of the gym trying to resolve a really minor issue of my membership not being linked to my card meaning I keep getting booking strikes
They never respond to any emails when you ask at the desk are disinterested and tell you to call head office who also don't respond
Date of experience : 24 June 2024
25 Jun 2024Myself and my partner are members of the Hertford gym. After numerous complaints about multiple pieces of equipment being out of service for extended periods of time and that due to there being only one piece of equipment for specific muscle groups we felt that after 10 months of our yearly membership that it became impossible to train there. This was the case for the 10 months of our membership so we felt that the gym was not fulfilling our agreement so informed them that we would be terminating our membership as of immediate effect. We were informed that we would have to give them one months notice which we felt was unreasonable due to our circumstances. We have spoken to many other members that have felt the same way and also experienced the same issues. Our direct debits were cancelled and we refused to continue to pay for this subpar service. We have since received multiple threatening emails from the manager of the gym that a debt collecting agency will be instructed. I advise anybody considering joining a Nuffield gym especially the Hertford branch to look for an alternative. There are a lot cheaper and better options as we have discovered since moving gyms. We would rather take on a legal fight than pay anymore money to Nuffield
Date of experience : 25 June 2024
Reply from Nuffield Health
Thank you for your feedback and apologies for the impact any equipment outages have had on your club visits to our Hertford centre.
I regret to advise that this would not be considered a breach of the terms and conditions that you agreed on when you joined the centre (Full terms and conditions can be found here: https://www.nuffieldhealth.com/terms/fitness-and-wellbeing-terms-and-conditions) therefore we do need to receive payment for the initial term you agreed to when you joined the centre. The 12-month contract does provide a discount on membership and in return you are required to continue payment to Nuffield Health, for a minimum term.
If you have cancelled your direct debit outside of agreed contract terms, your account will be in arrears. You will need to contact the centre to resolve any outstanding payment and the club do reserve the right to refer any debt to a credit agency to collect payment.
