Contact us

Get in touch with Harbour Club

Member enquiries

For Membership Related Enquiries

Your Membership Support team can be reached across 7 days, Monday - Friday 8am - 8pm, plus weekends & Bank Holidays 9am - 5pm. 

Just pop over to the Harbour Club app where you can contact one of our friendly team or send us a request/question through the Manage my Membership section.

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.

For any club queries, such as AllStar bookings, Personal Training queries, voucher questions, or if you have mislaid that favourite pair of goggles – the good news is you can contact your club by using your club email address. 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. 

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 one of our Membership Support Advisors, we’ve got a process for this. 

Step 1 - a Regional Team Leader will review your concerns and contact you directly, if this doesn’t give you the answer you were hoping for
Step 2 - a review by a Regional Manager, this process is managed via our Member Experience team who’ll liaise with the Regional Manager on your behalf 
please note, the Regional Manager is empowered to speak on behalf of the Company, and they are the final stage in the escalation process. Their outcome is final.

For Club Related Enquiries

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 a product or service related, the correct process to follow is below.

 

Step 1 – please tell a member of the club team as soon as possible so they can look into the detail and provide you with an outcome, however, if this isn’t the answer you were hoping for
Step 2 – your concerns will be passed to a Head of Department who’ll carry out a review, if this still doesn’t give you the answer you were hoping for
Step 3 – your concerns will be passed to the Assistant General Manager or General Manager for review, and final outcome from the club, if this doesn’t give you the outcome you were hoping for
Step 4 – your concerns will be reviewed by a Regional Manager, this process is managed via our Member Experience team who’ll liaise with the Regional Manager on your behalf
please note, the Regional Manager is empowered to speak on behalf of the Company, and they are the final stage in the escalation process. Their outcome is final.

It’s also lovely to be able to praise our teams, and give recognition to those that have made a good impression. So, if there is someone who has impressed you, please get in touch via the app or your club email address, we’d love to hear your feedback.

 

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