Complaints policy

If something is not right, we want to know quickly. Most issues can be fixed fast when raised early.

Step 1. Raise it with us

Email [email protected] with:

• Your name
• Event date and location
• What happened
• What outcome you are hoping for

Step 2. Our response

We aim to:

• Acknowledge within 2 working days
• Provide a first response within 10 working days

If we need more time due to complexity or supplier input, we will tell you what is happening and when you can expect an update.

Step 3. Escalation

If you are not happy with the outcome, ask for the complaint to be reviewed by a senior member of the team. We will confirm the next steps in writing.