Complaints Procedure

1. Our commitment

If something has gone wrong with your booking, we want to know. Most issues are simple to resolve when we are told about them quickly, and a complaint handled well is often the start of a longer relationship with a customer rather than the end of one. This procedure tells you exactly how to raise a complaint, what we will do, and how long it will take.

2. While you are at the event or hotel

For problems that arise during an event, hospitality experience or hotel stay, please tell the on-site supplier first. The steward, hospitality host or hotel duty manager has the authority to fix many issues immediately, and most providers expect to be given the chance to put things right at the time.

At the same time, please contact us so we have a record and can step in if the on-site team cannot resolve it. The fastest route is the phone number listed on our contact page, which is monitored during UK business hours.

3. After the event or stay

If an issue remains unresolved when you get home, or if the complaint relates to the booking process itself rather than something that happened on the day, please write to us within 28 days of the event or stay. Email is preferred because it gives both sides a clear written record.

Use the email address on our contact page and include:

• Your booking reference.
• The name of the lead booker.
• A short description of what went wrong, in date order if more than one thing.
• What you would like us to do to put it right.
• Photographs, receipts or other supporting evidence where you have them.

4. What happens next

We follow a published timetable so you know what to expect.

• Within 3 working days we will acknowledge your complaint in writing, give you the name of the person handling it, and confirm the next step.
• Within 14 working days we aim to provide a full written response. For straightforward complaints this is usually the final answer.
• Within 28 working days we will respond fully to any complaint that requires us to consult with a third-party supplier (for example, an event organiser or hotel). If we need longer than 28 working days we will tell you why and give you a revised deadline.

If the complaint involves a refund or compensation, we will tell you the outcome and the timescale for payment in our final response. Approved refunds are normally credited to the original payment method within 10 working days of the decision.

5. If you are not satisfied with our response

If our final response does not resolve the matter, you have two main routes available.

5.1 Ask us to review the decision

You can ask for the complaint to be reviewed by a senior member of our team who was not involved in the original response. To do this, reply to our final response within 14 days, set out which parts of the answer you disagree with and why, and we will treat the message as a formal request for review. We aim to respond within a further 21 working days.

5.2 Alternative Dispute Resolution (ADR)

If you remain unhappy after our internal review, or if 8 weeks have passed since you first complained without a resolution, you may refer the matter to an independent Alternative Dispute Resolution provider. ADR is a way to resolve consumer disputes without going to court. It is normally free or low-cost for the consumer and the decisions of certified ADR providers are binding on the trader.

For UK-based travel and ticketing complaints, suitable providers include the Centre for Effective Dispute Resolution (CEDR) and The Consumer Ombudsman. We will tell you in our final response which provider applies to your specific complaint and how to contact them.

5.3 Card chargeback and Section 75

If you paid by credit card, you may also have rights under Section 75 of the Consumer Credit Act 1974 to claim against your card issuer. If you paid by debit card you may be able to request a chargeback through your bank. These rights are independent of our complaints procedure and are not affected by it.

5.4 Court

You retain the right to take any unresolved complaint to court. The courts of England and Wales have jurisdiction under our Terms and Conditions, except that if you live in Scotland or Northern Ireland you may bring proceedings in your local courts.

6. How we use complaint data

We log every complaint and review the data quarterly to identify patterns. Where a particular event, supplier or process generates repeated complaints, we work with the relevant team or supplier to fix the underlying cause. Personal data shared with us in a complaint is handled in line with our Privacy Policy and retained for up to three years from the date the complaint is closed.

7. Contact

To raise a complaint or to ask a question about this procedure, please use the contact details on our contact page and mark the message for the attention of "Customer Care".