Contact us

Get in touch with Harbour Club

Member enquiries

For membership related enquiries

Your Membership Support team can be reached Monday - Friday 8am - 8pm, plus weekends & Bank Holidays 9am - 5pm.

Just pop over to the Harbour Club app where you can Live Chat with one of our friendly team or send us a request/question through the Manage my Membership section. You can also 'Book a Call’ if you’d like to speak with a Membership Support Advisor. (We're sorry, but Live Chat is currently only available in the UK).

If you’d prefer to email us, you can do this too, just email your club using your Club name, followed by @harbourclub.co.uk and one of the team will get back to you.

Escalation process for membership issues

Our Membership Support Advisors are empowered to make the right decisions and every chat, call and email is registered, but if for any reason you feel you need to escalate any membership related concerns once you’ve received a response from them, we’ve got a process for this.

Stage 1 – any concerns should be raised with the Membership Support Team Leader. You can do this by email to [email protected] or post addressed to the Membership Support Team Leader using the Head Office postal address (David Lloyd Leisure, PO Box 439, Hatfield, AL10 1EF).

Stage 2 – any further concerns can be raised with the Regional Manager by email FAO the Regional Manager via [email protected] or in writing to the Head Office postal address (David Lloyd Leisure, PO Box 439, Hatfield, AL10 1EF).

Once the matter has been investigated, the Regional Manager will respond with a formal response on behalf of the company. The Regional Manager is the final level of our company escalation process and will confirm the company’s position.

In the event that any of the steps listed above have been omitted, your concerns would be redirected to the Senior Manager at the next stage of this in our process.

For Club related enquires

For any Club queries, such as Swim Stars bookings, Personal Training queries, voucher questions, or if you have mislaid that favourite pair of goggles, you can contact your Club by using your Club email address, which is your Club name followed by @harbourclub.co.uk. This is the best way to contact the Club as every email is logged with a unique reference code and passed to the right team who’ll then contact you.

Or if you would like to praise our teams and give recognition to those that have made a good impression, please get in touch via the app or your club email address for this too, we’d love to hear your feedback!

Escalation process for service/facility issues

We want you to be enjoying your time at your Club, but we know sometimes things do go wrong. So, if your concern is because of an experience you’ve had in club, whether it is product or service related, the correct process is as follows:

Stage 1 – you should raise your concerns as soon as possible with a team member at the Club. You can speak directly with any team member or email your Club using the email address, which is your Club name followed by @harbourclub.co.uk. You can also make an appointment with a member of the Club team to discuss the matter with them or simply get in touch by telephone of course.

Stage 2 – any further concerns should be raised with the relevant Head of Department at the Club. You can do this again by email to the email address, which is your Club name followed by @harbourclub.co.uk or in writing to the Club’s postal address. If it is easier, you can make an appointment to meet with the relevant Head of Department or discuss the matter with them by telephone.

Stage 3 – any further concerns should be raised with the General Manager of the Club. You can do this in the same way, by email using the email address, which is your Club name followed by @harbourclub.co.uk, by writing to the Club’s postal address or by making an appointment to meet with the General Manager. They are also available to discuss the matter by telephone if this is easier for you. Club General Managers are responsible and accountable for their respective Clubs and any decisions taken in regard to the day-to-day operation and management of the facilities and team.

Stage 4 – any further concerns can be raised with the Regional Manager by email marked FAO The Regional Manager via [email protected] or in writing to the Head Office postal address (David Lloyd Leisure, PO Box 439, Hatfield, AL10 1EF).

In the event that any of the steps listed above have been omitted, your concerns would be redirected to the Senior Manager at the next stage in our process. All local decisions are taken by the Heads of Department and General Manager of the local Club, who are empowered to do so.

For app related enquiries

If you’re experiencing difficulties accessing the Harbour Club app, our team members in Club can usually help with password resets and day to day app use.

If the in-Club team are unable to resolve your access issue, they will contact our App Feedback Team for technical support.

To pay an outstanding balance

If there is a balance outstanding on your membership, it’s quick and easy to pay the outstanding balance by visiting our payments page. Alternatively, you can email them on [email protected].

Alternatively, you can pay:

At reception with your debit or credit card
Via Manage My Account in the Harbour Club app
By calling our payment line 03300 580661