Absolutely awful customer services! Gave my months notice to cancel a gym membership on 6/1/26 and was told your next payment is due 1/2/26 we’ll take that as you months notice. Said no that is nearly... See more
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Absolute Ass - holes!!! The gyms that use them are as bad! RS Fitness Tibshelf! I was under threat of redundancy, worried sick about money but they would not work with me at all! If I could give the... See more
Company replied
Have called to cancel my direct debit from last month and they have send me an email asking to pay !! unprofessional !!!
Company replied
PLEASE STOP MESSAGING ME OR EMAIL ME. I have nothing to do with you nor I owe any money to you or anyone else. FU JAU in windsor have already contact you to remove me from your database. This is not a... See more
Company replied
Company details
Written by the company
For the latest updates regarding our services and answers to frequently asked questions concerning membership payments, please see our website: https://www.debitfinance.co.uk/covid-19-member-faqs Thank you for your patience and understanding at this time.
Contact info
1st Floor Central Square South, Orchard Street, NE1 3AZ, Newcastle upon Tyne, United Kingdom
- 01908752078
- [email protected]
- debitfinance.co.uk
1.2
Bad
796 reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
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Absolutely awful customer services
Absolutely awful customer services! Gave my months notice to cancel a gym membership on 6/1/26 and was told your next payment is due 1/2/26 we’ll take that as you months notice. Said no that is nearly 2 months notice and to just bill me for the 5 days overlap. Emails were then ignored and I was told to ring, they are only open during my working hours and impossible to get through to. Cancelled the direct debit and got emails and text saying my account was overdue. To now be told cancelling a direct debit does not cancel membership……..I notified you and cancelled it because you gave me no choice! Completely unprofessional and won’t help at all!
5 February 2026
Unprompted review
Reply from Debit Finance Collections Plc
Hi Carly,
Thank you for your feedback. We’re sorry to hear about your frustration and appreciate the opportunity to clarify the situation.
DFC is a third-party company responsible for collecting Direct Debits on behalf of gyms, and we are required to administer memberships strictly in line with the terms and conditions of the contract agreed at sign-up.
If a cancellation request was received on 6th January, one full calendar month’s notice would apply, meaning the February payment would be due as the final instalment. This is in accordance with the contractual notice period rather than a pro-rata calculation of a few days’ overlap.
We understand this may not have been the outcome you were hoping for, and we apologise for any inconvenience or frustration caused, particularly regarding communication and call availability. However, we do need to adhere to the agreed terms and conditions when processing cancellations.
If you would like us to review your account again or discuss the details further, please contact us via email with your membership reference number and we will be happy to assist.
Kind regards,
DFC
Have called to cancel my direct debit…
Have called to cancel my direct debit from last month and they have send me an email asking to pay !! unprofessional !!!
3 February 2026
Unprompted review
Reply from Debit Finance Collections Plc
We’re sorry to hear about your experience and understand how frustrating this must be.
If you’ve contacted us to cancel your Direct Debit and have since received an email requesting payment, we’d like to look into this for you and clarify what’s happened.
Please contact us at [email protected] with “Trustpilot” in the subject line and include as much detail as possible so we can investigate and assist further.
Thank you for bringing this to our attention.
Absolute A Holes!!!
Absolute Ass - holes!!! The gyms that use them are as bad! RS Fitness Tibshelf! I was under threat of redundancy, worried sick about money but they would not work with me at all! If I could give them zero stars, I would! Greedy commercial, vultures, not in touch with human reality! I'm hoping these new subscription laws will expose the vultures for what they are! You really are the lowest of the low!
Don't bother with your AI generated response!
8 December 2025
Unprompted review
Reply from Debit Finance Collections Plc
We’re genuinely sorry to hear about your current circumstances and the stress you’ve been under, we understand that situations like redundancy can be incredibly worrying, and we don’t take that lightly.
To clarify, our responses are never AI-generated. Every review is read and responded to by a real member of our team.
As a third-party billing provider, we don’t set the membership terms ourselves. We’re required to administer memberships in line with the terms and conditions agreed with the gym at the point of sign-up. Where a member is within a contracted term, early cancellation can only be considered if the facility’s policy allows for it, and this does require supporting documentation, this isn’t a discretionary decision on our part.
We appreciate that this isn’t the outcome you were hoping for, but we must apply the same process consistently and fairly for all members.
If you’d like us to review your situation again, please contact our support team directly so we can ensure everything has been assessed correctly.
Kind regards,
DFC
PLEASE STOP MESSAGING ME OR EMAIL ME
PLEASE STOP MESSAGING ME OR EMAIL ME. I have nothing to do with you nor I owe any money to you or anyone else. FU JAU in windsor have already contact you to remove me from your database. This is not a gym memberhsip or anything as such they made a mistake by freezing my membership. The membership is not a contract I paid monthly then I stopped going there because I open my own martial arts gym. I'm friends with them so contact them and they will resolve it with you. Scammers
8 January 2026
Unprompted review
Reply from Debit Finance Collections Plc
We’re sorry to hear about your experience and understand how frustrating this situation feels.
To clarify, Debit Finance Collections (DFC) is a third-party company appointed to manage Direct Debit collections on behalf of the gym. We do not set membership terms or make changes to accounts independently; we are required to act in accordance with the terms and conditions provided by the gym.
If there has been an error or if the gym has requested that your details be removed, we are more than happy to investigate this fully and resolve the matter appropriately. To do so, we’ll need to review the account directly.
Please contact us at [email protected]
with your details, and our team will look into this.
We’re keen to resolve this correctly and appreciate your cooperation.
Kind regards,
DFC Team
I am adding 100% gym into this review
I am adding 100% gym into this review – it is such a shame because the workers of the gym are amazing but wow what a joke the company is – with who they get to handle their membership, do not go near any gym who uses this company including 100% gym – read your contract and even get it reviewed by Citizens advice or someone with legal experience – this company is a rolling on rip off – I had pay my membership up to date and I missed 1 payment out of 7; I then get a snotty email sating I owe this money and need to pay in 7 days/ I had already been charged £10.00 and they said if I do not pay in 7 days then additional charges will be added. Check your contract people and if you see DFC do not sign. I am seeking advise now on this legally because I cannot get out of my contract but once my 12 months is over I am cancelling it and going to another gym – and I will never ever use or recommend 100% while they use DFC. DFC asked for my medical information and bills/ P45 which they have no right to ask under UK Law. If they pursue get legal advise and put in a compliant with the financial ombudsman- this company is barbaric do not let them push you around.
8 December 2025
Unprompted review
Reply from Debit Finance Collections Plc
Hi Tanya,
Thank you for your feedback, and we’re sorry to hear about your frustration.
To clarify, DFC is a third-party payment management company, and we must follow the terms and conditions set by the gym. We follow the instructions and rules set out by the gyms in line with the agreement you signed. For this reason, we always recommend carefully reading the contract and full terms and conditions before agreeing to any membership.
Regarding the missed payment, any reminders or charges are applied in line with the gym’s policies. We also want to reassure you that we only request information when necessary to review a case and always in accordance with UK data protection laws.
We’d be happy to review your account to ensure everything has been handled correctly. Please contact us at [email protected] so we can help.
Thank you again for sharing your concerns.
Certainly not customer focused.
Am still trying to cancel gym membership due to the fact that facilities are not working/available and haven't been for several months. At one point they offered 1 month free but failed to tell me? Now wavered 3 months membership, which I haven't been or paid for anyway. Terrible company to deal with just interested in getting your money not interested in the customer.
The update from them below just shows what they are like. I have been in contact with them on numerous occasions since April this year consisting of several phone calls and numerous emails (still ongoing).:-)
23 July 2025
Unprompted review
Reply from Debit Finance Collections Plc
Hi Dave,
We're very sorry to hear about your experience, and we completely understand how frustrating this situation must be. Please accept our sincere apologies for the inconvenience you've faced.
As we are a third-party company responsible for collecting direct debits on behalf of the facilities, we are bound by the terms and conditions agreed with them and must follow the instructions they provide regarding cancellations, freezes, and any account adjustments.
We appreciate how disappointing it can be when the facilities are not fully operational, and we regret that this has affected your experience. While we don't have control over the management of the gym itself, we are always here to support you within the scope of our role.
If you’d like us to look into your account in more detail or check the status of any cancellation requests, please don’t hesitate to contact our customer service team directly and we’ll do our best to assist.
Kind regards,
DFC Admin Team
I think it is wrong to blame DFC for…
I think it is wrong to blame DFC for the sins, or incompetence, of gym managers. I phoned DFC 2 hours ago to cancel my contract and it is now done. it it is true their emails are borderline aggressive but this is normal for legal documents. Stay calm! Tips: have all your info to hand, tell a clear and simple story including what you want them to do. Phone on the dot of 8am for a quick response.
4 July 2025
Unprompted review
Reply from Debit Finance Collections Plc
Thank you for your review! We're glad we could assist you and that your cancellation was handled smoothly.
Kind regards,
DFC
They just make stuff up as they go, terrible management
The cancellation process is unclear and unprofessional. Despite providing an NHS doctor’s note detailing my ongoing medical condition, which prevents facility use, your company dismissed it without citing any specific policy. Mentioning an irrelevant “fit note” expiration date further highlights your lack of clarity and competence. This caused me significant stress, and I’m deeply dissatisfied with your anti-customer approach. I will not engage with your services again and urge others to avoid this frustrating experience.
Edit extra comment* they claim to have policies yet dont send you their policies and hide behind made up policies as make up things as they go, do not trust this finance company
21 June 2025
Unprompted review
Reply from Debit Finance Collections Plc
Hi Tom,
Thank you for your feedback, and I’m truly sorry to hear about your experience.
For full transparency, please note that we are a third-party company responsible for managing direct debit collections on behalf of the facility you joined. As such, we are required to adhere to the terms and conditions set by the facility itself — they are not created or governed by us.
That said, I can confirm we’ve received your email and have replied directly with further clarification. I understand how frustrating this situation must be, particularly when dealing with a medical condition, and I want to assure you that we’ve reviewed your case carefully in line with the facility’s cancellation policy.
Kind regards,
DFC
Awful company who are holding our money…
Awful company who are holding our money despite being told we would get a refund aftwrr cancelling our services. Emailed multiple times and get ignored. I'm sure you will reply to this with a message telling us to reply email you with trust pilot in the title. Which we did. On the 2nd of June and guess what. They don't reply. Avoid this company at all costs!
2 June 2025
Unprompted review
Reply from Debit Finance Collections Plc
Good morning, Scott,
Thank you for taking the time to leave a review, and please accept our apologies for the delay in getting back to you. We've now located the email you sent on June 2nd, and we will be responding to it shortly.
Kind regards,
DFC Admin Team
Partner joined a gym and paid for a…
Partner joined a gym and paid for a years subscription up front for a deal. She went twice and and had 2 very bad experiences in the pool regarding other members so asked if the membership could be cancelled. This was all in the first week. The gym happily took back the membership and the headphones that were given as a gift but these guys have the money for the membership and just simply ignore all emails. It has been 7 months of chasing and we are still getting absolutely no where. If you ever have to deal with a room this company is involved in run a mile! It is not worth whatever saving you get if there is an issue.
Edit* claiming my partner hasn't got in touch with you is diabolical! You've been ignoring both your emails for months!
27 February 2025
Unprompted review
Reply from Debit Finance Collections Plc
Hi Scott,
Thank you for your review, and we're sorry to hear about your partner’s experience. In order for us to investigate this matter further, we would need your partner to get in touch with us directly.
Could she please email [email protected] with ‘Trustpilot’ in the subject line, along with the details of her membership? This will allow us to locate her account and look into the situation appropriately.
We’re committed to resolving concerns wherever possible and appreciate your patience while we work through this.
Many thanks,
DFC
Extremely unhelpful
This company are taking £28.50 from my account every month and will not tell me what it is for
26 March 2025
Unprompted review
Reply from Debit Finance Collections Plc
Hi Dominic,
Thank you for reaching out. We have located your email and have already sent you a response to address your concerns. We look forward to speaking with you and resolving this matter as soon as possible.
Kind regards,
DFC
Very bed manner and customer service(Mr…
Very bed manner and customer service(Mr josh), impolite ,I was treated as a fraud claim benefit or similar where just my 5 years daughter didn't like to use the swimming lessons anymore so my wife spoke to the receptionist and ask her to cancel the membership less than a month we receive the letter from DFC . over charged and no previous notice.
7 March 2025
Unprompted review
Reply from Debit Finance Collections Plc
Good morning,
We sincerely apologise for the experience you’ve described and the frustration it has caused. Please understand that as a third-party company, we follow the process set in line with the gym's terms and conditions, which we are required to uphold. We certainly regret if you felt that you were treated inappropriately, and we will ensure that your feedback is taken seriously.
We would like to investigate this matter further. Please contact us at [email protected], and we will be happy to look into the situation and assist you accordingly.
Again, we apologise for any inconvenience caused, and we appreciate your understanding as we work to resolve this.
Kind regards,
DFC
Saw 2 direct debit payments to this…
Saw 2 direct debit payments to this company and didn’t recognise them, Immediately contacted my bank who gave me the contact telephone number for them. Turns out it was for my cats (2) Health Insurance via ProActive Pets. I think the blame needs to be directed at the companies who use this 3rd Party collection agency. The Agency themselves were helpful in identifying who the payments were for when I rang them but unfortunately were unable to reference this on the transaction with my bank so hopefully I will remember this next time I see it (!)
25 February 2025
Unprompted review
Reply from Debit Finance Collections Plc
Dear Louisa,
Thank you for taking the time to leave a review. We're glad to hear that our team was able to assist you in identifying the payments and provide clarity on your query. We understand how important it is to have clear transaction references, and we appreciate your feedback on this matter.
If you ever need further assistance, please don’t hesitate to reach out. We're always happy to help!
Best regards,
DFC
This company has taken £50 out of my…
This company has taken £50 out of my account without permission which is against the law as below.
Businesses are required to provide advance notice to customers before collecting funds via Direct Debit. This notice, often referred to as a Direct Debit Instruction (DDI), must also outline the amount to be debited, the date of the transaction, and the frequency of payments.
Too many cases below of people having the same issue.
I will be collecting my data and taking further legal action against this company and also contacting the financial ombudsman.
Under no circumstances can a company just setup a direct debit without permission.
3 February 2025
Unprompted review
Reply from Debit Finance Collections Plc
Hi Scott,
We're sorry to hear about this experience and want to help resolve it. Please email us at [email protected] with "Trustpilot" in the subject line so we can investigate further. Once we have your details, we can look into this more.
Thank you for reaching out, and we look forward to assisting you.
Direct debit set up and money taken with no knowy
This company have set up a direct debit payment of £43.34 and taken a payment with no knowledge of who they are and what they are for, also they don't answer the phone!
No direct debit guarantee etc has ever been signed as no clue who they are, have emailed and get an automated response can take up to 3 days for them to read an email yet they don't answer their phones whoever they are despite taking unauthorized payments
3 February 2025
Unprompted review
Reply from Debit Finance Collections Plc
Hi Gemma,
Thank you for your review. I replied to your email on Monday, February 3rd, providing details on whose behalf we were collecting the payments. If you need any further assistance, please feel free to reply to my email.
Best regards,
DFC
FRAUD
Somehow they just decided i owe, such fraudulent activity needs to be called to order which is why i reported to ROSE LANE GP for intervention
12 November 2024
Unprompted review
Reply from Debit Finance Collections Plc
Dear Curren,
We're sorry to hear about this experience and want to help resolve it. Please email us at [email protected] with "Trustpilot" in the subject line so we can investigate further. Once we have your details, we can look into this more.
Thank you for reaching out, and we look forward to assisting you.
Impossible to get hold of
Impossible to get hold of. The contact form on the website doesn’t work and the email the post all over trust pilot doesn’t work. £15 “late charge” for a £17 direct debit is a complete joke. Almost doubled due to circumstances out of my control and no response from anyone!
11 January 2025
Unprompted review
Reply from Debit Finance Collections Plc
We sincerely apologise for the inconvenience you've experienced. We've searched our system but haven't been able to locate your email. Please could you email us again at [email protected]? I will personally ensure that your email is prioritised and addressed promptly.
We understand your frustration regarding the late charge and are here to assist in resolving the issue. Thank you for your patience, and we look forward to hearing from you.
This is a fraudulent business
This is a fraudulent business. This company have somehow decided I owe £184.95 for a gym membership. They then set up a direct debit from my bank without permission and proceeded to take £50 a month. I don't have a gym membership. Also I don't understand how a private company can set up a direct debit without permission.
8 January 2025
Unprompted review
Reply from Debit Finance Collections Plc
Thank you for your feedback. We’re sorry to hear about your experience. Debit Finance Collections (DFC) collects payments for a variety of organisations, not just gym memberships. We would like to look into this matter further and assist you in resolving any issues.
Please contact us at [email protected] with "Trustpilot" in the subject line and provide the Direct Debit reference associated with the payment. This will help us investigate and address your concerns promptly.
We appreciate your patience and look forward to assisting you.
I wrote to my Gym and cancelled my…
I wrote to my Gym and cancelled my membership on the 7th November as the contract stated I could. I let the direct debit go out on the 1st December to take last payment. No I’m getting text to say my account is overdue.
I have not used the Gym since last June due to illness so they have had more than enough money out of me.
I am also aware the gym has been taken over, however as members we had no news of this or any new contact details.
I have since tried to find an email to contact DFC and failed. The ref is YYUZAIPI
3 January 2025
Unprompted review
Reply from Debit Finance Collections Plc
Dear Nina,
Thank you for bringing this matter to our attention, and we sincerely apologise for the inconvenience you've experienced. After thoroughly searching our system, we have been unable to locate any email correspondence from you.
To assist you further, we kindly ask you to send an email to [email protected] with "Trustpilot" in the subject line.
We appreciate your patience and understanding and look forward to resolving this matter for you as soon as possible.
They don't deserve not even 1 star
They don't deserve not even 1 star. Shame gyms and Leisure centres are working with them.
2 January 2025
Unprompted review
Reply from Debit Finance Collections Plc
Dear Adrian,
Thank you for taking the time to share your feedback, and I am sorry to hear about your dissatisfaction.
As a third-party company, we are required to follow the terms and conditions set by the gyms and leisure centers we support. I can confirm that we received your email on 04/01/2025. However, as our offices are closed over the weekend, we will review your query and will respond as soon as possible.
We apologise for any frustration this may have caused and appreciate your patience.
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