I emailed to cancel my membership (I’ve moved out of area, nothing wrong) and Sophie replied and confirmed the confirmation within a matter of minutes. Never had a response so quickly… usually lucky... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I had an issue with my direct debit and I was unaware of the failed payment. The charge had risen to £93 which was extortionate from the original price. Zoe on live chat was quickly able to rectify... See more
Company replied
Sophie on Webchat is an asset to Ashbourne whoever is her manager, give her some praise, maybe even a cheeky day off or something? Honestly sorted my issue out so quick and was so polite even tho I wa... See more
Company replied
Company details
Information provided by various external sources
Direct debit collections, debt recovery, integrated software solutions and online digital marketing to attract new members for your gym or club.
Contact info
Regus House, B908AG, Solihul, United Kingdom
- www.ashbourne-memberships.co.uk
4.9
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 85% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Prompt, friendly and helpful
Really good, prompt and friendly service by Tiffany. Made my request very smooth and easy whilst working away abroad. Thanks for your help!
3 August 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear H S, we really appreciate you sharing your experience with us. Your feedback is incredibly valuable to us as we strive to provide the best support to our members, and Tiffany was happy to help. Best wishes, Ashbourne
Changing Payment Date
Isobel was informative and quick to respond to my queries helping me reach the desired solution as quick as possible. Thank you very much!
3 August 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Samuel, you are very welcome and thank you for taking the time to give us such a great 5 star review! Isobel was delighted to be able to help you quickly and efficiently. Best wishes, Ashbourne
I worked with Jemma today & she was…
I worked with Jemma today & she was extremely helpful, efficient and achieved the desired outcome in just a few short emails. Thank you very much Jemma :)
31 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Paul, thank you for taking the time to give us a 5 star review! Jemma was delighted to be able to address your query quickly and efficiently. Best wishes, Ashbourne
Great experience and Tiffany was super…
Great experience and Tiffany was super helpful. Thank you very much
31 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Anne, thank you for taking the time to give us such a great 5 star review! Tiffany was delighted to be able to help you. Best wishes, Ashbourne
Membership Help
I've been a member of this gym for a while now and can't recommend it highly enough. Not only does it have some of the best equipment around, but the team are always investing in new kit and making improvements to ensure members have the best possible training experience.
Recently, I had an unexpected car issue which meant I was unable to get to the gym. Although membership freezes are usually only offered for medical or financial reasons, the team kindly agreed to freeze my membership temporarily as a goodwill gesture. I really appreciated their understanding and flexibility during a difficult situation.
It's great to be a member of a gym that genuinely values its members and is willing to go the extra mile when needed. Excellent facilities, fantastic atmosphere, and outstanding customer service.
30 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Aman, thank you so much for taking the time to write such a lovely review. We work hard to make sure members have a good customer experience and its so nice when someone lets us know they have. Please don't hesitate to get in touch if you need us again. Best wishes, Ashbourne
Isobel went above and beyond to help…
Isobel went above and beyond to help with my membership issues for the gym.. resolved promptly and professionally, thanks!
29 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Oli, you are very welcome and thank you for your brilliant review! Isobel was delighted to be able to help resolve your issue quickly and efficiently. Best wishes, Ashbourne
Brilliant customer service and…
Brilliant customer service and fantastic support from Charlie sorted my issues in less than 5 mins
27 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Anthony, you are very welcome and thank you for your brilliant review! Charlie was delighted to be able to help you. Best wishes, Ashbourne
Really pleasant and helpful team
Really pleasant and helpful team, I dealt with Tiffany who made everything simple and easy. Fantastic customer service.
24 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Vicki, thank you for your super review! Tiffany was happy to help, and your review is really appreciated. Best wishes, Ashbourne
There was no compassion or human…
There was no compassion or human actions in this company’s actions. This is a service which does not value the reputation of the gym they were collecting fee for or themselves. I wouldn’t want to be associated with them.
24 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Natalie, thank you for your review, we value all feedback whether it's good or not so good, as long as it is fair.
Your comments don't reflect the service that we work hard to give when members contact us.
We have requested further detail through Trustpilot so that we can investigate your comments and respond. Best wishes Ashbourne
Edit- Hi Natalie, we have now located your membership. We're sorry to hear that you were dissatisfied with your experience.
Our records show that you joined the gym on 18/04/2026 on a 1 month rolling membership, which requires 30 days' notice to cancel, as set out in the membership terms and conditions. We were notified by your bank that your Direct Debit had been cancelled before we received your cancellation request. You then contacted us on 22/07/2026 to advise that you wished to cancel, explaining that you had not attended the gym after having a bad experience when you tried to attend for the first time. As your cancellation request was received outside the cooling off period, the agreed 30 day notice terms applied, and the final payment due on 24/07/2026 remained payable. That payment has now been received, and your membership account has been closed. Best wishes, Ashbourne
Zero stars if I could
Zero stars if I could. Ashbourne Management makes cancelling a membership needlessly difficult. They tried to enforce contract terms that directly contradicted the "cancel anytime / 28 days' notice" package offered by the gym I joined.
They only backed down and formally closed my account after I produced screenshot evidence multiple times of the advertised terms and had the gym manager intervene. Be warned: save every email, log every date, and get proof of everything if you ever have to deal with them.
Membership
Contract-free – Cancel anytime
Monthly Single – £55
Annual Single – £550
Monthly Joint – £49pp
Annual Joint – £490pp
Family Membership (1 Adult & 1 Child under 16) £75
NHS/Services/OAP/Student Single Membership – £47.50
NHS/Services/OAP/Student Joint Membership – £42.50pp
Joint membership is only available over the phone or at reception.
Membership Terms & Conditions
[ Join Today ] [ Call to Join ]
Single membership – 28 day cancellation notice | Annual Memberships non-refundable | Joint membership payment from 1 bank account and both members must join at the same time.
I have copied and pasted this from the gym website. I hope you can appreciate how misleading this can be, as anyone joining will be under the impression that they can cancel anytime with 28 days notice. I’m unsure how many people read all small print, but everyone will read what’s on a website.
Happy to increase the rating but you did put me under a lot of stress with this situation and only resolved it when the gym stepped in.
23 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Nigel, Thanks for leaving a review, whether its good or not so good, we appreciate all feedback.
We work hard to help members when they contact us, and your review doesn't reflect the level of service that we aim to achieve. We have sent a request through Trustpilot so that we can investigate your comments and respond. Best wishes Ashbourne.
Edit - Hi Nigel, thank you for providing your details through Trust Pilot following our request, and as previously stated, we value all feedback both good and not so good, as our team work very hard to ensure that 1000's of members can easily navigate their membership when required. We do not own or run your chosen facility, and just collect DD payment on their behalf for the contracts that we receive from them. Based on the information provided by the gym, your membership was entered into our system following your sign up at the club on 11/06/2026 as a 12 payment minimum term agreement. The gym's Ejoin page also clearly states that the NHS discounted rate of £85 is subject to a 12 payment minimum term. We received your cancellation request on 19/07/2026. While the gym's website states that single memberships require 28 days' notice to cancel, we contacted the gym to clarify the terms applicable to your membership and requested a copy of the agreement. Following their review, the gym instructed us to cancel your membership, and we processed this in line with their instructions. We hope that in light of the facts above you will reconsider your unfair review as it does not relate to the service provided by Ashbourne. Best wishes, Ashbourne
Jemma was super helpful
Jemma was super helpful. Seamless customer service. I’ve had a couple of queries over the last year or so and it’s always so easy and a quick response!
23 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Laura, thank you for your great review! Jemma was happy to help, your feedback motivates us to continue to provide our 5 star customer service, Best wishes, Ashbourne
Zoe from Ashbourne helped me resolve my…
Zoe from Ashbourne helped me resolve my membership issues with no hesitation or stress. Would definitely recommend asking for her 👍🏻
23 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Ewan, we really appreciate you taking the time to leave us a 5 star review! Zoe was happy to resolve your issue swiftly and effectively. Best wishes, Ashbourne
Sophie was very friendly and helpful…
Sophie was very friendly and helpful with solving my issues . Almost instant replies and gave me the exact answer to all my questions and needs despite my uncomfortable circumstance.
21 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Uranium, thank you so much for your kind words. We're glad to hear that Sophie was able to support you in a personal and understanding way, that's exactly the level of care we aim to provide. Best wishes, Ashbourne
Reply from Ashbourne Membership Management Services
Dear C J, thank you for your great review! We really appreciate the positive feedback. Please don’t hesitate to get in touch if you need us again. Best wishes, Ashbourne
It was a great experience
It was a great experience
I needed a help from Tiffany
She was quick and supportive
Keep it up
21 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Mithun, thank you for taking the time to give us such a great 5 star review! Tiffany was delighted to be able to help you quickly and efficiently. Best wishes, Ashbourne
Spoke to Isobel today
Spoke to Isobel today, superb service and very helpful. Thanks
20 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Gavin, you are very welcome and thank you for your great review! Isobel was delighted to be able to help you. Best wishes, Ashbourne
Sophie responded very quick and dealt…
Sophie responded very quick and dealt with my message straight away
20 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Lucy, thank you for taking the time to give us such great feedback! Sophie was delighted to be able to help you quickly and efficiently. Best wishes, Ashbourne
Needed to update my Direct Debit…
Needed to update my Direct Debit details and the whole process was quick and straightforward. Communication was fast, clear and friendly throughout. Excellent customer service from Sophie and everything sorted without any hassle. Highly recommended.
17 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Nichola, thank you so much for taking time out of your day to leave us such an excellent review! Sophie was happy to help, and your review is really appreciated. Best wishes, Ashbourne
The customer rep
The customer rep, Tiffany, who contacted me was lovely and helpful. Top marks.
17 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Thank you for your brilliant feedback! Tiffany was delighted to be able to help you. Best wishes, Ashbourne
Agent provided good customer service
Chatted with Zoe online,due to high volume of customers, she did not respond for a while but then kept me updated with how busy they were. She was very helpful and then resolved my problem quickly and efficiently. Very good customer service by this agent
14 July 2026
Unprompted review
Reply from Ashbourne Membership Management Services
Dear Val, thank you for your great review! Zoe was happy to help, your feedback motivates us to continue to provide our 5 star customer service, Best wishes, Ashbourne
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