Frequently Asked Questions
We treat all people who make complaints with respect and expect respect for the staff who deal with complaints.
All feedback is recorded in a way that can be analysed in order to improve services in both the short and the long term. If you have a complaint, comment, or concern, please discuss this with a member of staff.
After speaking to a member of staff, if you are still not happy you can follow the complaints procedure below. Email your complaint to the Duty Manager at [email protected].
We aim to acknowledge your complaint in writing within two working days. We will aim to settle your complaint within 10 working days. If you are not satisfied with our response to your complaint, you can follow the appeals procedure below.
Email your complaint to the Senior Management Team at [email protected]. We will aim to acknowledge your appeal in writing within two working days. We will aim to give a final response to your appeal within ten working days. The Senior Management Team’s decision is final.
Members will be given a locker band on their first visit. These bands work by pressing the round fob against the locking mechanism on the front of a locker.
Guests and Pay & Go users can purchase a locker band for £5 or hire one for £5.40 and £5 will be refunded upon return (locker bands must be returned on the same day for a refund).
Please note, locker band payments are card only, we cannot accept cash.
Unfortunately due to Covid-19 restrictions, all lost property is disposed of at the end of each day. Please contact reception via [email protected] for confirmation if your item has been handed in.
Yes, we have a multi-storey car park accessed via Edgbaston Park Road. Members get three hours free parking. Charges apply for other users, please see the parking notices in the car park for charges.
There are disabled spaces on every level of the car park and a secure bike store for members on the bottom level (accessed with your membership card).
If you are not a member of Sport & Fitness, and can therefore use your membership card to swipe in and out of the car park, you should take a paper ticket when you arrive.
When you are ready to leave the car park, visit the parking payment machine in the Sport & Fitness reception (next to Costa).
The pool is 27 degrees Celsius.
Student members cannot suspend or freeze their membership.
Non-student members can freeze their membership for periods when they are away. You must give one full calendar month’s notice. There is a minimum period of two calendar months for suspending the membership. Whilst your membership is frozen, you will be charged 25% of your membership fee. Please contact the membership team to request a membership freeze at [email protected]
If you wish to upgrade your membership, we ask all members to email [email protected] to discuss the available options with our membership team.
No, memberships cannot be transferred under any circumstances and membership cards cannot be used by anyone other than the membership holder.
You can update your contact details by contacting our membership team on [email protected].
Please allow five working days for any Direct Debit changes to take effect. Direct Debits will be deducted on the first of every month, or the closest working day after. This date is fixed and cannot be amended.
Students cannot cancel their membership unless the conditions set out in the Terms & Conditions of Membership are met.
Non-student members on flexible Direct Debit payments, once you have completed your initial three full calendar month period, you can then request to end your membership. You must give at least one full calendar month’s notice. To request a cancellation, email [email protected].
The membership team will notify you when your final Direct Debit payment is due to be collected. Please be aware that cancelling your Direct Debit, without giving notice will not end your membership.
If you cancel your Direct Debit before your final payment is collected, we may take steps to recover unpaid membership fees in accordance with our Terms and Conditions of Membership.
Off-peak members must ensure they have entered the gym or pool at least 20-minutes before off-peak time ends.
Similarly, off-peak members can only book classes where the start time is during off-peak hours.
Sport & Fitness Prime membership (students), or a non-student membership with an inclusive membership (gym, pool, squash and classes).
Other type of membership, or non-members, can access classes with Pay & Go.
Classes must be cancelled at least one-hour before the timetabled start time via the UB Sport & Fitness app or website.
If you used a voucher to pay for your class, this will be automatically re-credited to your account.
Failure to cancel more than one-hour in advance will be considered a no-show. A strike is applied to your account, if three-strikes are recorded in a calendar month, your class booking privileges will be frozen.
If circumstances beyond your control prevent you cancelling or attending, please submit these in writing to [email protected]
All classes should be booked online, in advance, either via the UB Sport & Fitness app or the website. You can book up to seven days in advance.
We have a female identifying and non-binary weights class on our timetable, however, please note, all our facilities have windows into internal rooms so these classes will be visible to other people in the building.
Currently we do not have any equipment available to hire due to Covid-19.
We welcome all members of the community to use the facilities at Sport & Fitness.
Anyone taking out membership is asked to declare a physical disability and complete a Personal Emergency Evacuation Plan (PEEP). During this meeting, our trained staff will walk your journey with you, discuss, and agree on any adjustments to help you during your visit. Please contact our membership team on [email protected] if you require further information on access.
Designated accessible changing facilities are available on the ground floor for dry-side activities, and Changing Places facilities in the pool changing rooms.
No our gym is open to all members at all times.
No, you should leave your belongings in a locker. Only small drawstring bags are allowed in the gym for essential items.
External personal trainers are not permitted in the gym, however, we do offer personal training with our expert staff.
You can enquire about personal training by emailing [email protected].
Over 14’s can attend classes and can do so unsupervised.
Ensure you take note of which classes say 14+ in the description to identify appropriate classes.
Juniors aged – 7 must be supervised at all times.
Juniors aged 7 – 13 must be signed in and out by their parent/guardian at their designated activity, and the parent/guardian must remain present in Sport & Fitness for the duration.
Juniors age 14+ can attend Sport & Fitness unsupervised.
No, for insurance reasons, we do not permit under-18s into the gym.
Tiverton Gym FAQS
Currently Tiverton Gym is not available for new non-student members to join.
No all our memberships are single-site only.
No, there is no customer car park at Tiverton Gym but roadside parking is free.
Yes there are lockers at Tiverton Gym which require a small padlock so please bring one with you to keep your belongings safe.