Freedom Leisure Anmeldelser 

Finding it diffucult to cancel membership

I signed up for swimming lessons in January but due to an injury had to stop these. I left two voice mails asking to cancel the class but neither of these were answered ( Perdiswell claim they had no record of these and, incredibly, say they are too short staffed to reply to all voice mails)
I discovered that I had paid by direct debit and that to cancel this I had to give notice in writing ( which apparently is in the terms and conditions of my contract)
I have been paying for swimming lessons for the last six months that I tried to cancel (about £250) I know I left the messages but obviously the Perdiswell system did not pick this up.

Been trying to get through for two days, mainly Press 5, NO ANSWER, tried all the Extensions and NO ONE ANSWER, just need someone to talk to please

Been a while since we've been here but they now charge 25p for a locker token. Forget to put something in there and turn your key... you've lost your token.

Also, a big girl got stuck on the tube slide. We had to wait about 25minutes while the slowest lifeguards in Wales emptied water, to go down a water slide without water... I understand it can happen but the total lack of pace (when people have paid to be there) and communication from lifeguards to explain it might take 20-30minutes so you may as well go back down, was really poor.

They all just disappeared and we had no idea how long it takes (it takes ages!) So gave up after about 25minutes.

Will stick to Cardiff from now on.

** Great Yarmouth Centre**

On paying to enter swimming we asked if we could come back out and add on access to the Aqua Play. We were told by both members of staff at reception that we could.

We paid for regular swim with our daughter for approx. £14.

We then decided to add on the Aqua Play, when I came back out I was charged approx £21, and told I couldn't add on Aqua Play, but had to purchase swimming and Aqua Play - effectively paying for swimming twice. I paid.

Later I came to request refund for the difference, explaining that we were told we could add this on.

The staff member went to speak with their manager (Laura Hume). They came back out saying that they wouldn't issue a refund on the difference and Laura was too busy to come out to speak, but we could send her an email. Even though she was sitting a room literally next to the reception area.

I believe this was a reasonable request, as we were told we could add on Aqua Play, and the adjustments would have meant we were paying the appropriate amount for the services we used.

I also think it's poor that Laura wouldn't come out to take a couple of moments to speak with a customer. As a manager this sets a poor example around responding to customer issues/complaints in a proactive way.

Freedom Leisure have very recently taken over Shepton Mallet Lido and I have now discovered that credit I had on my account has simply disappeared.
This wasn't promotional credit or a voucher. The money was taken from my card in error when I was charged twice for one booking. At the time, I was told in writing that I could either wait up to 8 weeks for a refund or accept credit on my account which would not expire. I chose the credit in good faith.
I've now been told by Freedom Leisure that my account has been wiped and the money is gone.
What makes this even more infuriating is that nobody contacted me to warn me that existing credit could be lost or give me the opportunity to use it or request a refund. Somerset Council had also advised customers that it was "business as usual" and that we didn't need to do anything, so I had absolutely no reason to think my money was at risk.
I only discovered this when I recently tried to use the credit.
I'm now having to formally complain and chase the money that was originally taken from my card in error in the first place.
If you had any credit or money on your account before the takeover, I strongly recommend checking it immediately. Don't assume it has transferred across.

Even just trying to contact them or any of their facilities or even engaging about a open employment positions. Completely unprofessional, in every avenue. Phones just ring, emails unanswered. And their venues aren't around the corner and certainly aren't cheap in this market.

There should be a zero star option. This leisure centre is awful. Terribly unprofessional staff. Unsafe and dirty environment. The only focus here is to get your money, nothing else. Will trick you into making a worthless annual subscription. If you got no need for your money, then maybe think about this gym. I will never ever recommend them. Reference - Freedom Leisure Centre Wisbech

I have just walked through the broken automatic doors to visit the sweltering gym as the air con is broken (still). I have been a member at this gym for years unfortunately as there isn’t another one within a 15/20 minute drive. During that time the experience has been consistently poor, this is not a one off situation, it is the benchmark for their acceptable standard.
The issues in the gym today:
- two out of order machines
- 2 of the 3 cleaning stations don’t have any paper
- the gym is filthy, if only I could attach photos
- most of the equipment is rusty, there are handles missing from equipment, weight stands are falling apart
- the water machine they bought in to fix the one that had been broken for months has now finally been fixed, the irony of replacing a broken machine with another broken one sums them up
- I have never in years seen a staff member cleaning in the gym during its opening hours
- someone’s towel that has been hanging on a sign all week is still there today
In summary for the £44 they charge a month you receive a small gym area with subpar equipment that is badly arranged (if someone is using the rower you have to climb over the cross trainers to get out) if it actually works, all in a filthy space with staff who whilst are polite don’t check the gym area, clean it or check in on how the space is being used.

Applemore gym.... Go elsewhere, full of kids. Weights just all over the place. Potentially good as there's lots of equipment, but terribly managed.

I am pleased with the reception and cafe staff at Littlehampton Wave. Very friendly and helpful, nothing too much trouble, make my visit very enjoyable. Thank you

Long wait times for gym equipment to be repaired, which is an outcome from a no maintenance approach by this company. Gym members are ignored when raising such issues, with the area manager advising them to leave if they can not wait for the equipment to be repaired. Numerous members have raised concerns via email to escalate the issues, only to be fobbed off with generic replies and no constructive way forward.

I asked the manager 6 months ago to get 18kg dumbells as there isn't any. His response was ' I'll see what i can do'. Still nothing. All gym machinery and equipment is old and outdated. All grips on machines need replacing. Its becoming unusable seriously. The sauna has been broken for 7 years is that a joke ? The whole building needs an overhaul with brand new equipment. 50 pounds a month for 40 year old equipment. Changing rooms is pretty grubby and staff like to clean up while you take a shower and mop up all the filth toward the shower. Pretty uncomfortable to say the least. Staff are nice but their all kids and I'm sure they dont really know or care about cleanliness. I've seen the manager once in the almost 2 years ive been going there. Everything is broken and needs immediate restoration.

Whenever I have used the changing rooms at Gloucester GL1 for family member's swimming lesson, I have consistently been disappointed at the lack of cleanliness in the family changing area. Dirty cubicles and floor. Actually saw a used sanitary item down the back of the bench! The ladies bathroom was a similar poor standard with flies around. Lockers without keys and broken locks mean not many areas to store clothes safely. I won't be taking family again. There is a sign asking people to remove shoes, but I'm not sure if that is a good idea these days! Used to be better than this!

Freeport Leisure Centre gym changing rooms are a health hazard! I gave Freedom Leisure a chance by notifying them yesterday and nothing has been done so you have left me no choice but to post here.
These facilities have not been cleaned in over a week. The sinks are blocked with hair, stains in the toilet and the most worrying thing, a used razor on the shower floor. This is not good enough! In other parts of the centre I have seen dirty plasters on the side of the pool and floating plastic. There is also a red liquid leaking from the gym ceiling!
Gyms are expensive and members deserve to have clean facilities. Disgusting!

Awful Swimming Pools!
Cold showers, dirty changing rooms which smell of the toilets. No storage for shoes meaning they are scattered across the floor causing a trip hazard. If you want to avoid getting ill in winter stay away from Freedom Leisure's swimming pools in Brighton and Hove.

They don't like the truth... Tenterden leisure center has had a mirid of issues and if you raise these on Facebook the company just blocks you. These people should not be running what is a community facility. How can something subsidised by the council be more expensive than a chain gym with far better facilities and is it disgusting and dangerous.

I highly recommend against using freedom leisure New Milton. As of 26/01/26, the pool has been closed for over two weeks due to “temperature issues”. There has been no contact made by management to update members or offer any form of compensation. The online rota is rarely updated on time, or changed last minute, meaning I’ve wasted numerous trips to the centre. When complaining at reception, poor experience is not taken seriously and complaints are not escalated. Appalling service, waste of money and time.

Below is my original review, which is self-explanatory. I didn't request any contact or follow up, but my review received a response within one hour of going live. The next day I received a phone call from centre manager, Matt. It was clear that he genuinely wanted to put things right, as opposed to the usual kind of limp customer service response. As a result of our conversation I received a phone call from Ben the following day and I arranged to go to the leisure centre and sort out a membership. I was compensated very generously for my previous negative experience and I am now a member. I have since used the centre on several occasions and am very impressed with the facilities, especially the gym and the sauna.

I was looking for a new gym and made an appointment over the phone with Sam for 12:30 on Wednesday 21st January at Cirencester Leisure Centre. I arrived in good time and was told by reception to sit outside his office and that he was aware I'd arrived. I watched him making phone calls and tapping around on his desktop as the clock ticked towards and beyond 12:30. Then, out of the blue, another member of staff brought someone else to the office, who clearly didn't have an appointment, and they were ushered straight in and dealt with immediately while I was ignored. Appalling customer service and ridiculously unprofessional. I'd started to have second thoughts anyway because I'd read in the local news that 2 members of the leisure centre staff had a punch up in front of kiddies having a swimming lesson. My experience just put the icing on the cake and I'll be looking elsewhere. I almost forgot...a complete waste of a journey and my petrol having travelled the 10 miles or so from Tetbury.

Terrible staff in gym. Rude not helpful. Andrea had no customer service skills and is very rude. Air conditioning is not turned on properly to save money.
A lot better gyms in Gloucester than this gym for a better price.