I need to speak to one of your team, how can I do this?
We are really sorry, but we have had to take the steps immediately to place our contact centre team on furlough as our facilities have had to close to all. You can email enquiries@activenorthumberland.org.uk where we will respond at a time when we are able too, but please do not expect an immediate response.
Why have you taken my Direct Debit payment in January 2021?
Due to the lateness of the announcement from the Government, we are unable to prevent the live Direct Debits for the 5th and 8th January from being collected as the Direct Debit instruction has already been processed by the bank. Any Direct Debits that we collect whilst we are closed will be given a FREE month once we return. As you can appreciate, we do not have a date at this time and we are not aware in advance of any announcements. Once we have any further information to share with you, we will communicate via email and our Website. DO NOT cancel you Direct Debit at the bank as you will incur charges from DFC.
I have paid for an upfront membership, what happens?
All upfront memberships (paid in advance) will have the missed time added to your membership. We will not be offering refunds on any memberships as we are simply not able to process this due to our staff being on furlough leave with all of our facilities now closed.
I paid for an activity as a Pay As You Go (PAYG) user, do I get a refund?
We have credited your account so that once we reopen you can re-book your activity with us. We will not be issuing refunds on any payments as we are simply not able to process this due to our staff being on furlough leave with all of our facilities now closed.
I want to cancel my membership?
Please refer to our Terms & Conditions here, we will also not be able to action your request until our Contact Centre team return to work as we must utilise the governments furlough scheme at this time with all of our facilities closed.