Our Complaints Policy

Step One

If you are dissatisfied with any part of your visit while at one of our centres, you can speak directly to our team members or ask to see the General Manager. 

If you wish to put your concerns in writing you can use our Please Tell Us What You Think (PTUWYT) feedback survey on our website. If you would like a staff member to call you back you can tick the appropriate box on the form and we will respond to you as soon as we can.

Step Two

If you are not completely satisfied with the response from the General Manager, you can escalate the complaint to the Business Manager who will respond to you. 

You can obtain their details by contacting your local centre or submitting an online enquiry form at www.fusion-lifestyle.com

Step Three

A final escalation process is available if you still feel that your query has not been dealt with to your satisfaction. You can write to the Head of Customer Engagement at Fusion Lifestyle head office or email your complaint to info@fusionlifestyle-customerservice.com

Fusion Lifestyle

Unit 4, Bickels Yard

151--153 Bermondsey Street

London SE1 3HA