National Ice Centre — Attraction in Nottingham

I regret to inform you that the service provided by the Ice Centre did not meet my expectations.

Our daughter previously engaged in figure skating training at your facility. After several months, she decided to discontinue her participation, and we subsequently sent an email requesting the cancellation of our direct debit arrangement. Upon reviewing our bank statement the following month, we observed that the usual payment (processed on the first day of each month) had not been deducted. However, a few months later, my wife discovered that the ice centre had continued to debit our account despite the cancellation request previously made.

We have contacted the ice centre via email (there is no alternative contact option) and briefly explained the situation.

In response to their request, we provided a copy of the email containing the direct debit cancellation request that was sent to them at the appropriate time. Subsequently, we were asked to furnish a copy of the acknowledgment email that they claim to automatically send as an auto-response. However, we were unable to locate this email as it has been approximately three months since the initial correspondence. It is possible that the email was filtered into the spam folder and subsequently deleted after 30 days, as per our mailbox settings. We were advised to contact our email service provider to inquire about the non-receipt of the email. Good luck to us in obtaining these answers from Google.

Regarding the revised date of the initial data collection post-cancellation, we were advised to contact our bank. This demonstrates a consistent pattern of placing the onus of proof on us, implying wrongdoing on our part. The direct debit policy provided by the company is concise, consisting of only three lines. However, it lacks crucial information regarding the cancellation process. Specifically, it does not specify the acceptable form of cancellation (written or verbal) or the designated recipient and contact details (postal address or email) for submitting the cancellation request. This omission places an undue burden of proof on customers who are seeking to cancel their direct debit arrangements and obtain rightful refunds. It is imperative that the company acknowledges its oversight and rectifies the situation by providing comprehensive and accurate information about the cancellation process, thereby ensuring a fair and transparent resolution for all parties involved.

In a spirit of goodwill, the manager offered to refund 25% of the total outstanding amount. While we declined this offer, we extended a counterproposal as a gesture of our goodwill. We expressed our willingness to accept a voucher for the entire amount owed to us, which could be redeemed for skating sessions or ice hockey games. This option would ultimately be more cost-effective for them.

It has been a month since I have not received any response. The first email regarding the issue was sent at the beginning of January!

I may need to take legal action in order to...

Visited on a Sunday afternoon session, with my 13 year old old. First time visiting here, and it felt very unsafe. I'm a good skater, spending many years on the large Guildford and Streatham rinks in London. I'm also a skier/ ex-ski rep. But this place had me seriously nervous;

Far, far too overcrowded. My Son got hit at speed/ knocked flying three times (and he's a reasonable good skater); twice by the same person recklessly skating.

The rink is not being marshalled. The only Rep on the rink spent most of her time chatting to friends at the side, with her back turned (so not observing). The only other staff present spent 30 mins scraping blood off half the rink. Which is no surprise given how chaotic and unsafe it was.

There's no implementing of the safety codes; LOTS of people skating the wrong way around (I've never experienced this so much before). LOTS of people engrossed in taking photos - on the rink. LOTS of scarves. A very small baby being pushed around on a Seal - crying, with a dummy in, and no footwear?! (on a super busy rink, WTH - sooo dangerous). A massive amount of ego fueled dangerous skating - cutting up, spraying up ice, crashing into people etc. Made it very stressful (especially as a parent).

Skating supports (penguins etc) just randomly left and scattered everywhere. Again - so dangerous.

Toilets filthy. Blocked toilets, and overflowing sinks. Staff cleaning member scrolling on her phone not cleaning. People vaping.

Locker token machine not working (ate my money). Drinks machines not working (had to pay £3.80 for a small Dt Coke in the cafe instead).

Boots are lace up, and not comfortable. Experienced much better. Unless you're a great skater, modern clip boots are lot easier, comfortable and safer.

I've skated in many UK venues, Canada, America, Germany. I'm conscious this venue seems to have good ratings. But personally I found it really poor quality and outright dangerous. I got a sense that the staff are just treated like numbers - as none of them looked happy, and certainly not proud of their work/ venue.

I love big rinks. But we'll be heading back to Tamworth which was hugely more professional, with a lovely happy atmosphere. Responsible marshalling, nicer eating venues, clean facilities.

I wouldn't...

SubZero Restaurant Review: A Slushy Saga on a Saturday at the National Ice Centre

Ah, the joys of children's birthday parties—where chaos is just another word for fun. We recently attended one at the National Ice Centre, and, like any good parent, I was prepared for the usual mayhem. But what I didn’t anticipate was the "Slushy Wars" that would erupt thanks to an admittedly dodgy slushy machine.

Enter Kelly, the absolute legend behind the counter at SubZero. She was nothing short of a saint when it came to dealing with our rather, shall we say, heated situation. You see, the slushy machine was on the fritz, and only one measly glass of the frosty beverage could be coaxed from it. Initially, my daughter (in an uncharacteristic act of generosity) agreed to share it with her younger brother. However, this truce lasted about as long as a snowflake in the sun.

In no time at all, my daughter began her own personal "slushy rationing" system, measuring each sip with the precision of an experienced negotiator. And it was at this moment that I felt the stirring of what could only be described as a Cold War in the making. Fists were clenched, tempers were rising, and I was on the verge of calling for a ceasefire when I returned to the counter.

Now, Kelly could have easily thrown her hands up in defeat, suggesting we try something else or just get on with it. But no. Like a true diplomat, she went above and beyond, putting in the effort to sort us out with another slushy, saving the day and preventing what could have escalated into a full-blown family feud.

Thanks to her patience and unflappable attitude, the party continued without incident, and my children (somewhat reluctantly) managed to reach a truce over the remaining slushy. No casualties, no tantrums—just another day in the life of a parent, thanks to Kelly's superb customer service.

If you're at the National Ice Centre and in need of some refreshments, just hope Kelly’s on shift. She’s practically an honorary member of the UN Peacekeeping Forces...