Ten Health & Fitness: most-reported complaints
- Complaints in recent reviews
- 48% of 31 recent reviews analysed
- Most-reported issue
- Billing errors 33% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 2.6 from 32 total reviews
- Review window analysed
- 2018-04-11 to 2026-10-07 31 reviews
- Sector
- Other sectors
Automated analysis of 31 public Trustpilot reviews published 2018-04-11 to 2026-10-07. TrustScore 2.6 from 32 total reviews — see the Trustpilot page. Quick answer: is Ten Health & Fitness legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report billing errors, which accounted for 33% of the 15 complaints identified in 31 reviews. Other frequently mentioned issues include support being unreachable, poor core service quality, and missed appointments, each cited in 13% of the complaints. Specific examples include customers not receiving refunds, ignoring emails, deteriorating class conditions, and long waits for appointments. No clear trend could be established for these issues due to the limited number of reviews.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
Not enough reviews to establish a trend.
What are the most common complaints about Ten Health & Fitness?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Billing errors | 33% | 5 | ||
| Support unreachable | 13% | 2 | ||
| Poor core service | 13% | 2 | ||
| Missed appointments | 13% | 2 | ||
| Refunds delayed | 13% | 2 |
Billing errors
5 reports · 33% of complaints“I haven't received any refund from them. I emailed her but no reply.”
1 reader marked this review helpful on Trustpilot.
“my appointment got cancelled when I was 2 min from the door”
“I was unexpectedly charged £500 for 20 classes on my card”
The company replied on 2023-09-22: “Hi Celina Sorry for the slow reply. We'd lost out login for this website and it took a while to sort that out. I've now had some time to find out what happened here. I’m sorry you to hear that you…”
Our classifier read this reply as a deflection.
Support unreachable
2 reports · 13% of complaints“I did not receive the item and they ignore my emails.”
1 reader marked this review helpful on Trustpilot.
“A simple rejection email would have been appreciated rather than leaving candidates without any response after investing time and effort.”
Poor core service
2 reports · 13% of complaints“i’ve been going to ten chiswick on and off for a while and watched the classes deteriorate”
The company replied on 2026-04-01: “Thank you for sharing your feedback - we’re really sorry to hear about your experience at Ten Chiswick. We’re particularly concerned to hear your comments regarding class quality. This is not the…”
Our classifier read this reply as a template response.
“I have been investigating other studios in the area such as Home Wellness and Reformcore and if the situation is not addressed will cancel my direct debit”
The company replied on 2026-04-01: “Thank you for taking the time to share your feedback - we’re really sorry to hear that you were disappointed with the timetable change, especially as a long-standing and valued client. We understand…”
Our classifier read this reply as a template response.
Missed appointments
2 reports · 13% of complaints“I travelled an hour to get there, waited 45 minutes then left and had to travel an hour back.”
“my appointment got cancelled when I was 2 min from the door”
Refunds delayed
2 reports · 13% of complaints“I haven't received any refund from them. I emailed her but no reply.”
1 reader marked this review helpful on Trustpilot.
“I was unexpectedly charged £500 for 20 classes on my card”
The company replied on 2023-09-22: “Hi Celina Sorry for the slow reply. We'd lost out login for this website and it took a while to sort that out. I've now had some time to find out what happened here. I’m sorry you to hear that you…”
Our classifier read this reply as a deflection.
How to reach Ten Health & Fitness
These are the contact details Ten Health & Fitness publishes on its Trustpilot profile, as of our last check on 2026-11-12 — phone 020 7637 0555, email [email protected], address Exmoor Street 2, London, W10 6BD, US.
The company claimed its Trustpilot profile on 2023-09-21. We last checked this profile on 2026-11-12 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 09/03 Win a Wellness Package from MALIN+GOETZ + Ten Health & Fitness”.
Elsewhere: 4.7★ on Google (123 reviews, as of November 2026) — a 2.1-star gap between its Trustpilot and Google scores.
What their policy promises
refund window: 12hr notice
“all clients agree to our 12hr notice policy when cancelling and/or rescheduling.”
refund window: 24 hours
“Ten Health & Fitness operate a 24h cancellation policy whereby any booked sessions must be cancelled at least 24 hours before the scheduled start time.”
refund window: 14 days
“The Proprietor shall give Clients not less than 14 days notice prior to any such increases.”
refund window: 24hrs prior
“Upon making a booking, you will receive an email confirming all the important details, along with an email reminder 24hrs prior to your appointment.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-10-16.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-10-19.
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Sector benchmark: billing errors makes up 33% of this company’s complaints vs a 14% median across 132 ranked companies in its sector.
Review velocity: 3 of this company’s 32 Trustpilot reviews (9%) were written in the last 12 months.
Other UK companies with evidenced “Billing errors” complaints
- Tesco Mobile UK
- Tetradpay
- Thameswater
- The Exeter
- Three UK
- TopCashback
- transfergo.com
- True Potential
- true.th
- United
See all companies by issue: Billing errors · Support unreachable · Poor core service · Missed appointments · Refunds delayed · Sector table: Other sectors in the UK
Compare Ten Health & Fitness with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-10-16.