We value your feedback and want to hear from you if something isn’t right. We are committed to listening to you and resolving any complaints you might have as fairly and efficiently as possible.
How you can complain
We understand that sometimes you may feel you need to raise a formal complaint with us. If you need to do this, you can contact us in the following ways:
0330 058 1585
Our opening hours are 10am-4pm Monday to Sunday.
How we’ll respond to your complaint
We’ll aim to acknowledge your initial complaint within 2 working days.
We’ll listen to your feedback, and we might ask you questions or request more information so that we can understand your experience fully.
If you are complaining by phone, we will record your complaint in writing and follow-up by email.
Once we’ve understood your complaint, we might take some additional time to speak to the other members of staff, partners or suppliers that are involved, so we can give you the fairest and most appropriate response.
If we decide that we need to look at your complaint in more detail, we will keep you informed about the status of your issue and if there are any delays.
As soon as we can, we will respond with a fair and appropriate resolution. We will pass your feedback onto all members of staff concerned, and any relevant partners, and we will make improvements wherever we can. We might also ask you for additional feedback about the way we handled your complaint. We welcome further comments and suggestions from you at any time, as we always want to improve the experience we give to families.
What happens if we can’t resolve your complaint?
We’ll do everything we can to solve the problem fairly and appropriately. If we are unable to settle any dispute by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members.
To register a dispute through STAR, you should visit https://www.star.org.uk/dispute-resolution/ and
follow the steps there and complete the relevant form. If you would prefer to write to them, their
Society of Ticket Agents and Retailers
18 Blake Street
You can also view our full terms and conditions here.