Complaints Policy

If you experience a reason for complaint during your visit, please raise this with a member of staff at the time.

If they are not able to immediately resolve the issue, you will be required to submit a formal complaint in writing by emailing

Once a formal complaint is received, it will be investigated fully by the relevant managers, which may include reviewing on-site CCTV. It is our aim to respond to all complaints within 21 working days, however if further evidence is required to complete an investigation, it may take longer.

If you choose to publish your complaint on any public platforms, such as Social Media, prior to it being responded to we reserve the right to cease the investigation of the complaint and you may not receive a response.

If you decide to contact an external body regarding your complaint, such as The Health & Safety Executives (HSE), Police, solicitors etc., we will only have further correspondence directly with the relevant external body.