Dealing with your complaints

We want to make sure we are providing a good service to all of our customers, but occasionally we get it wrong. If we do, we want to hear from you so that we have the chance to improve.

Get in touch

Send us the details of your complaint, along with your order information, and how you would like us to put things right. We'll do our best to respond as quickly as possible.

In person

Visit our office: JLL Fitness, Unit 13 Gravelly Industrial Park, Birmingham, B24 8HZ. Please note that we will not be open Bank Holidays.

In writing

Write to our Customer Service Team, JLL Fitness, Unit 31 Gravelly Industrial Park, Birmingham, B24 8HZ

By telephone

Call our Customer Service Team on 0800 6123 988 between 9am – 5pm, Monday to Friday and 10-3pm Saturdays.


You can e-mail us at

Sending information by email is not a secure method of transferring information and confidentiality cannot be guaranteed. We will only respond to your email by email if you specifically request us to do so.

What to do if we can't reach an agreement

The National Trading Standards Service is an independent organisation, which helps to resolve complaints that customers and online sellers haven’t been able to resolve themselves.

If we’ve been unable to resolve your complaint within eight weeks, or you are not satisfied with our response, you can refer the matter to them.

Please visit the National Trading Standards website to find the details of your local office. Further details can be found by visiting the National Trading Standards website at

Online Sales and Services complaints

If your complaint is in relation to products or services purchased online from 15 February 2016 you can access the Online Dispute Resolution Platform (ODR Platform).

Find out more and access the ODR platform.