Bosses of Nottingham branch of UFC Gym apologise, saying pay saga was completely their fault

Nottingham's new UFC Gym at Castle Marina Retail Park is due to open in the unit previously occupied by Mothercare.
-Credit: (Image: Nottingham Post)

The team behind the Nottingham branch of the UFC Gym has apologised after a saga in which members were charged despite the gym being closed. Curtis Harvey, the marketing manager for the UK arm of the international brand, says the error was down to a problem with a computer system.

He spoke to Nottinghamshire Live directly to explain that almost everyone owed money should now have been liaised with directly, either for a refund or to put the taken money towards a membership for when the gym reopens at Castle Marina after its city centre branch was closed. And he apologised "unequivocally" for the issue, saying it was "our fault".

Mr Harvey said: "We want to issue a full, 100% unequivocal apology. Payments were taken. It wasn't our intention to do that in any way and it was not the case that we were trying to keep people's money. It was essentially an error in communication. Something was not switched off when it should've been. It was our fault. We put our hands up."

While not explaining the problem with the computer system in detail, Mr Harvey explained that it "didn't close down" when the gym on Huntingdon Street shut. Only when the UFC Gym team realised what the problem was could they set about rectifying it, he added.

They contacted the third party company who were in charge of the system and said that the process took "way longer than it should've done", which he also apologised for. He added that, due to nature of the system, every individual member who had been incorrectly charged had to be checked for their status, how many payments had been taken and which details they had for that member on their system.

Anyone who is still yet to receive a refund - which Mr Harvey said may be due to a change in bank account or email address - can email the Nottingham team to get it sorted out, he explained.

In the conversation, Mr Harvey also addressed a number of other issues put to him, such as why the @ufcgymnottingham Instagram account had disappeared and why it appeared no work was being done at the site. He explained that the Instagram had been deleted after being hacked, and that a new account would be up and running within weeks.

With regards to the site location, he said the work to get the new gym set up was still in its first phase and that the building was being redesigned from the "ground up". The unit previously belonged to Mothercare, which went into administration in 2019, and everything belonging to Mothercare was still being "ripped out", Mr Harvey explained.

He said the gym was still on course for a summer opening at its new location. A feature explaining what is on offer at the new site says that the "modern facility will boast a huge open-plan training layout featuring an extensive machine and free-weight floor, turfed functional fitness zone, dedicated cardio area, a UFC Octagon and fight sport training facilities."