Two weeks ago we featured two letters from unhappy customers of the national gym chain DW Fitness Clubs who had found it impossible to cancel contracts, and were being threatened with debt collectors.
At the time the company refused to deal with these and several other similar complaints we had sent it. However, it has since had a rethink and has decided it will start treating cancelling customers differently.
A newly appointed spokesman for the company has been through the cases we sent over and, where appropriate, has cancelled the contracts and called off the debt collectors.
In a letter to Guardian Money, the company says it has conducted a full investigation into its cancellation process and, as a result, all cancelling customers will now be given a cancellation reference number. In the past they were being told to “prove” that they had done so or pay up, so this is a major step forward. However, customers must still call its previously impossible to call 0344 number, or go in person to their local gym to cancel.
“We are reviewing some of the process issues that have been highlighted within your article, and are looking at ways in which we can further improve the process for our members. This includes the cancellation process as well as some of the general processes within the member services department,” it says.
Readers will be quick to judge whether this firm has truly changed or not. Email the usual address with your experience of cancelling your contract.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
