David Lloyd Leisure review: Incorrect charges

Subject: Formal Escalation – Case Ref: 3280518 – Ongoing Unresolved Overcharge and Poor Service
Dear Customer Service Team,
I am writing to formally escalate my ongoing complaint (Case Ref: 3280518), as the matter remains unresolved despite several discussions with your Assistant Manager, Craig, at the Cardiff club.
To summarise, my wife, Deborah Davies, identified an overcharge on our direct debit payment. When she raised the issue with Scott, he demonstrated the billing calculation on a sticky note, which determined that our swimming fees had been charged twice. He agreed a refund was due, initially calculating £41.25, though it later became clear the correct amount should have been £62.62.
I subsequently took time off work on 7th November to visit the club personally to address this. While I accept that human error can occur, the repeated miscalculations and the informal manner in which they were handled were disappointing and far below the professional standards one would expect from a premier club like David Lloyd.
Despite these points being clearly explained on several occasions, the responses I have received from Craig have not resolved the matter. His most recent reply simply apologised again and stated that staff would be reminded of the importance of accurate billing — but it failed to address the significant inconvenience and time lost trying to rectify the club’s mistake.
Given the circumstances, and as long-standing members of David Lloyd Cardiff — having joined when the club first opened and rejoined in recent years with our granddaughter — I would have expected both a prompt and accurate resolution, along with a goodwill gesture to recognise the inconvenience caused.
I therefore request that this matter now be reviewed by the Customer Service Department or a senior member of management outside the Cardiff branch.