Complaints Policy

Complaints management policy

The Southbank Centre is committed to managing any customer complaints effectively and efficiently through a formal process.

The Head of Visitor Experience and Ticketing is accountable for the Complaints Management Process while the Customer Relations Department is responsible for coordinating the resolution of complaints and any subsidiary issues by liaising with the relevant and responsible teams.

Comments or suggestions

Comments and feedback are very important and help to improve the services delivered to all our visitors. We encourage anyone who uses the services or facilities at the Southbank Centre to comment on their experience and we will respond in a professional, consistent, accurate and honest way. We will reply to customers using their preferred method of communication and aim to do so within ten working days; if this is not possible customers will be kept informed.

If you would like to send us any feedback, please email [email protected]