David Lloyd ignoring request for refund any complaints procedure / regulator

drmasif

Me and Mrs Joined DL end of April was informed on joining (and also on website) that I can cancel in 2 weeks. Did not use gym for a single minute. cancelled within 2 weeks (as was too expansive and we did not have time to go) via email and App and phone. No sign of refund (492.54 joining+1st month) now 3 months down the line. Various emails and calls and being told one thing or other i-e is with central memberships, you have cancelled DD so we can not refund and I provided bank details again etc.

Tried resolver without any outcome . DL are not giving me any complaints procedure and now just ignoring my emails and also sending me threatening emails for cancelling DD.

What should I do ? is there a regulator for gyms that I can complain to

Alderbank

'...cancelled within 2 weeks...via email and app and phone.'

David Lloyd T&Cs state:

5.(f)You can change your mind about joining. To do this you will need to give notice in writing. You can do this at any time up to 14 days after making your membership application and your entire membership will end. 

2. Notice
If you want to give notice, it must be in writing

• Through the David Lloyd Clubs App;

• by email;

• by post; or

• by hand at your club.

So far, so good.
However section 2. continues:
c Your notice is not effective until we have received it. We strongly advise that when you give notice

you get proof that we have received it. For example:

• if you send us notice by post, send it by recorded delivery (we will have to sign the delivery

notice when we receive it);

• if you hand your notice in at your club, ask for a receipt;

• if you send us your notice by email, ask for a delivery receipt; or

• if you use the David Lloyd Clubs App, we will send you an automated receipt.

d We will confirm we have received your notice within 10 days of receiving it. If you do not receive this

confirmation within 10 days, you must immediately let us know so we can check whether we have

received it.

Presumably this is because in the past some people have tried to cancel after the 14 day cooling-off period by saying, 'Did you not receive my notice? It must have got lost in the post.' or even by claiming, 'I believe you did receive my notice but you ignored it'.

Phone doesn't count (notice has to be in writing) but you have both the read receipt for your email and also the automated receipt from the app. Additionally you will also have their confirmation that they received it.

You need to tell them that you have this evidence as required by the T&Cs

Mark_d

For that amount of money it's certainly worth making a county court claim against David Lloyd.

https://www.moneyclaim.gov.uk/web/mcol/welcome

You have their contract terms, evidence of giving notice, and an email trail showing what has gone on.

user1977

And there is no general need for businesses (including gyms) to have a complaints procedure or a regulator. That’s only for particular sectors, such as banks.

Mark_d

A quick web search has brought up the DC complaints procedure?

https://www.davidlloyd.co.uk/escalation-process

Despite DL not explicitly giving you this information, would be be correct to assume that you are familiar with Google and that you followed this procedure?

sheramber

if you use the David Lloyd Clubs App, we will send you an automated receipt.

d We will confirm we have received your notice within 10 days of receiving it. If you do not receive this

confirmation within 10 days, you must immediately let us know so we can check whether we have

received it

Did you get the receipt/ confirmation of  notice received?

drmasif

Finally got a full refund( 3 months later.) after posting on their twitter and facbook pages etc.

Alderbank

Often referred to as 'Go away money'.