Virgin Active Wembley Square – Refurbishment Conduct & CPA Concerns

I am submitting this review due to the manner in which the refurbishment at Virgin Active Wembley Square is being managed under the oversight of Gym Manager Cindi Otto. The approach taken raises significant concerns regarding compliance with the Consumer Protection Act (CPA) and the treatment of existing members.

Members are currently being charged full subscription fees despite a clear and material reduction in the services available. Large portions of the club are inaccessible, classes are disrupted, and the overall facility is substantially diminished. Under the CPA, a supplier may not materially reduce or alter a service while continuing to charge the full contracted rate without offering appropriate remedies or alternatives that are genuinely equivalent.

Compounding this, Virgin Active has declined to provide any transparency regarding the future membership category or pricing once the refurbishment is complete. These are material contractual terms, and withholding them prevents members from making informed decisions about their continued participation. The CPA requires fair, honest, and timeous disclosure of information that materially affects the consumer — not silence or deflection.

Members have also been instructed to “use other Virgin Active clubs” during the disruption. This is not a reasonable or equivalent substitute. Other branches differ in location, accessibility, class schedules, capacity, and convenience. The CPA does not permit a supplier to downgrade service and then shift the burden onto the consumer to absorb the inconvenience, travel time, or reduced availability.

Despite the material change in service, there has been:

No reduced subscription,

No accommodation for the disruption, and

No indication that dissatisfied members will be allowed to cancel without penalty,

all of which are required considerations under the CPA when a service is materially altered.

The overall handling of this refurbishment demonstrates a lack of transparency and a lack of regard for existing members’ rights and contractual expectations. This is not consistent with the standards expected of a premium fitness brand, nor with the obligations imposed by the Consumer Protection Act.