How do I escalate my complaint?

We are really sorry if you have a complaint about your visit, from our experience the very best way for us to turn a complaint around is on the day at Guest Help and Information, where we can instantly react to your feedback.

If you have returned home and you are still not happy, you can fill out the contact us form here. 

Our team reply to feedback within 7 days, however in peak school holiday periods this may be up to 10 days. We appreciate your patience whilst we look into your complaint and please note, if you send multiple emails it may slow down the response time to your email as it can put the case further down the queue.

If you are not happy with the way your complaint has been handled, the escalations procedure is as follows:

Reply to the latest email from the team stating you would like to escalate your feedback, a member of our Guest Experience Management team will review the feedback and may call you to resolve the issue.

If you are still not happy, you can email our  Head of Guest Experience at and you will receive a reply within 7 days.

All feedback received is fully investigated by our teams and taken seriously.


We hope this answers your question.


View this in our help center | Still need help, get in touch

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