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Southbank Centre staff at the welcome desk

Customer feedback and complaint resolution policy

At the Southbank Centre, we are dedicated to ensuring that every visit to the Royal Festival Hall, Queen Elizabeth Hall, Purcell Room, and Hayward Gallery is an exceptional experience.

We recognise that there may be occasions when our service does not entirely meet your expectations, and we highly value your feedback as an essential part of our commitment to continuous improvement. Should your experience fall short, this guide outlines our formal procedure for getting in touch and details how we will manage and resolve your complaint.

Reporting an issue during your visit 

If you encounter an issue while attending an event or visiting one of our galleries, we encourage you to speak directly with a member of our staff or the designated Duty Manager. Our team is committed to making every effort to resolve the matter for you immediately on-site.

Contacting us after your visit

If an immediate resolution is not possible, or if you prefer to submit your feedback following your visit, please direct your initial enquiry to [email protected].

In the event that our primary support team is unable to fully address your question or resolve the issue, your correspondence will be escalated to our dedicated Customer Relations team.

To help us investigate your concerns thoroughly and respond as efficiently as possible, please supply the following key details:

  • Your order number (if applicable)
  • The date of your visit
  • A detailed account of the incident or what went wrong

We kindly request that you reach out to us within 30 days of the incident. This timeframe ensures that we can accurately and effectively review the circumstances surrounding your concerns.

Our commitment to you and expected timelines

We pledge to treat every complaint with the utmost care, fairness, and respect, managing all feedback consistently through a transparent and structured process.

  • Acknowledgement. You will receive a prompt acknowledgement within 48 hours confirming the safe receipt of your communication.
  • Investigation. Our Customer Relations team will look into the details of the issue raised. This comprehensive review may involve consulting with the operational teams on duty, examining internal event reports and CCTV, and cross-referencing our ticketing records to establish a clear understanding of the events.
  • Resolution. We aim to issue a full, formal response detailing our findings within 10 working days. While we strive to complete all investigations within this window, complex situations may require additional time; in such instances, we will ensure you are kept fully informed of our progress.

Appeals and escalation process 

We sincerely hope to resolve your concerns to your complete satisfaction upon our initial response. However, should you feel that your complaint has not been addressed fairly, you can request for the complaint to be escalated. 

  • Stage one escalation. If you are dissatisfied with the Customer Relations team’s response, you may request an escalation to the Senior Ticketing & Membership Operations Manager. They will conduct a secondary review to ensure all concerns were appropriately addressed and necessary actions were taken, providing a follow-up response within 10 working days.
  • Final review. If the outcome remains unsatisfactory, you may request a final escalation. Your case will be passed to our Head of Visitor Experience and Ticketing, who will independently evaluate the details and provide a definitive response within a further 10 working days. Please note that this independent review constitutes the final stage of our internal complaints procedure.

How we utilise your feedback 

Due to the volume of correspondence we receive, we may not be able to provide a personalised response to every general comment or observation; however, please be assured that we read and meticulously record all submissions.

Your invaluable feedback is actively used to improve our operational processes, update policies, and recognise outstanding performance. Compliments regarding Southbank Centre staff are celebrated internally, whilst all constructive comments and suggestions are diligently forwarded to the relevant departments for consideration.