Further Complaint Update - Incapacity or a Drag to Resolve an Issue AND CGSO inconveniences

Further Complaint Update:

On 08 September 2026, I received a notification that Planet Fitness had responded to my complaint. What appeared to be a response turned out to be merely a statement that they were unable to address the complaint via HelloPeter because I had already lodged a complaint with the CGSO. Just another lousy tact to avoid addressing the issue.

I had indeed received an email from the CGSO on 07 Sep 2026, following my HelloPeter review and complaint submitted on 31 Aug 2026. However, since 07 Sep 206, now almost a month ago, there has been neither a resolution nor a response.

This has gone beyond the CGSO's confirmed turnaround time of 15 days, which was communicated to me in July when I first approached them. I therefore, do not understand why CGSO continues to hold my complaint when they clearly have no capacity to resolve it. Neither they are able to provide the alternative redress steps they said they "would provide should there be no response from the supplier," Planet Fitness in this case.

At this stage, I need clarity on the way forward and, importantly, for the time lost while this complaint remains unresolved. MY MEMBERSHIP IS CURRENTLY SUSPENDED PENDING THE OUTCOME OF THIS COMPLAINT, AND AS A RESULT, I AM NOT ABLE TO UTILISE IT.

I am concerned that, as this complaint continues to drag while I wait for this issue to be resolved I am hugely disadvantaged and I do not believe I should be disadvantaged by the prolonged handling of a complaint that is beyond my control. Therefore, I expect Planet Fitness and/or the CGSO to provide a clear resolution!!!

I WOULD APPRECIATE A DEFINITIVE RESPONSE AND PROPOSED RESOLUTION, RATHER THAN MERE REFERRALS OR ACKNOWLEDGMENTS THAT MOVE THE COMPLAINT FROM ONE CHANNEL TO ANOTHER.