Contact Us
Your feedback & ideas
Our approach to customer service is simple
We welcome all feedback as we recognise this is the only way to achieve our aims of:
- World-class customer service
- Continuous improvement of our products and services
SAVE TIME
Please make sure you check our FAQs before you contact us - they'll give you instant answers to most enquiries!
Expectations
What you can expect from us
We will always do our best to respond to you personally within the following response times:
- Letter: within 10 days
- Email: within 5 days
- Telephone: within 24 hours
There are occasions when we receive an exceptionally high volume of communication and we ask you to please be patient during these periods and not duplicate your contact with us. Please be assured that we will respond to you as soon as we can.
What we expect from you
We may need evidence of your visit before we can deal with your feedback. This can take the form of your booking reference number, a receipt, photograph or entry ticket.
In order for us to respond to you we do need you to contact us within 6 weeks of the date of your visit.
All our team members are very passionate about customer service and will always do their best to help you. Please, therefore, do not abuse our open contact policy and treat them with respect by refraining from rude, abusive or threatening behaviour.
Escalation process
Should you have any difficulties or disappointments in connection with your visit, please allow the Guest Services Support Team to investigate in the first instance and resolve your problem.
If you are unsatisfied with progress or our response, your feedback will be escalated using the following process:
- Step 1: Guest Services Support Team
- Step 2: Guest Services Support Coordinator
- Step 3: Guest Services Support Manager
- Step 4: Product Excellence Manager
Still need to get in touch?
PLEASE NOTE: We experience high call and e-mail volumes at this time of year and have to prioritise those calls and e-mails that cannot be answered on the website. Please check our FAQs before contacting us by phone or email.
Please choose your enquiry type below and so that we can give you the right details.
More ways of getting in touch
Guest Services Support
THORPE PARK
Staines Road
Chertsey
Surrey KT16 8PN
01932 577123
Please include a telephone number and your proof of visit date (such as your booking reference, a receipt or your entry tickets).
