trisha

Jun 7, 2025

“Wellbeing” ends the moment you try to leave

I’ve been a member of Nuffield Health since 2022 and recently tried to cancel my membership due to relocating abroad. That’s where the real “member experience” began. Like many people, I wasn’t aware of the one-month notice clause until I went to cancel. Apparently, that’s on me—though oddly enough, the clause never comes up until you want to leave. I asked (very reasonably) if the notice could be waived as a gesture of goodwill, especially since I wouldn’t be using the gym at all. Instead, I was told I was on a 12-month contract (I wasn’t), ignored for over a week, and then spoken to rudely by management. When I followed up, I was met with robotic responses quoting policy as if that somehow resolved the lack of professionalism. After escalating to head office, I was told—again—that their staff “handled things appropriately.” If ignoring members, giving incorrect information, and dismissing valid concerns is considered appropriate, then maybe that tells you everything you need to know. I’ve paid the fee, not because I agreed with it, but because I didn’t want the hassle of debt collectors. But this experience has made it clear: Nuffield’s version of “wellbeing” only applies while your payments are coming in on time. The second you need support or flexibility, that wellbeing disappears fast. Would I return? Not a chance. Would I recommend it? Only if you never plan to cancel.