Tourist Attractions - Facilities

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If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

You should expect facilities to be of a safe and reasonable standard. If they’re of such a poor standard that it has an immediate, negative impact on your visit that you can prove, you could be within your rights to ask the company to remedy the situation with either a repeat visit or a partial refund.

If facilities aren’t up to scratch, you should contact a member of staff before leaving the attraction to let them know (if possible).

Attractions can only improve their services with your feedback!

If they’re unable to do so, you should make a complaint via Resolver!

You should know

How long should I wait for a response?

Generally speaking, you should expect a company to get back to you within a week or so. If they don't, you should send a follow-up via Resolver.

How can I take things further?

If the company is unable to resolve your complaint, you can take the matter to Citizens Advice! They should be able to advise you on your next steps.

Consumer Rights Act 2015

The Consumer Rights Act is a pretty comprehensive piece of legislation that sets out your rights when it comes to buying goods and services. It gives you the right to redress if things go wrong or aren't as expected.

Section 75 of the Consumer Credit Act

Section 75 is a UK law that makes credit providers liable if something goes wrong with one of your purchases. If you buy something with a credit card that costs between £100–£30,000 and something goes wrong, you can claim your money back from your credit card company.

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