Complaint policy

Complaint policy

Volunteers at Hampton Court Palace

Historic Royal Palaces welcome all of your comments, feedback and suggestions, and we aim to make it as easy as possible for you to communicate with us through a variety of means.

How did we do?

Historic Royal Palaces welcome all of your comments, feedback and suggestions, and we aim to make it as easy as possible for you to communicate with us through a variety of means.

Our Commitment to you

Making your visit memorable and enjoyable for all the right reasons is important to us, and we endeavour to act quickly to rectify any problem you might encounter.

We will:

  • Treat your comments seriously and deal with them appropriately
  • Resolve complaints promptly and informally where possible
  • Learn from complaints and use your feedback to improve our services
  • Make every effort to respond to acknowledge your comments within 10 days, and if we need longer to resolve an issue we will keep you updated on our progress.

What to do if you have a complaint

It is always better if you can let us know straight away. Most complaints can be sorted out quickly and on the spot by staff at the palace you are visiting. We welcome the opportunity to resolve complaints on the day if this is at all possible.

If you are unable to make your complaint at the time please contact the palace directly, either by email, telephone or in writing as soon as possible;

Historic Royal Palaces main switchboard
Tel: 0844 482 7777 (from UK)
Tel: +44 (0)20 3166 6000 (from outside the UK)
Textphone users should call 18001 0844 482 7777 (09.00 to 17.00 GMT)

The Tower of London
Email VisitorServices.TOL@hrp.org.uk
Visitor Services Manager
HM Tower of London
London
EC3N 4AB
England

Hampton Court Palace
Email hamptoncourt@hrp.org.uk
Visitor Experience Manager
Hampton Court Palace
Surrey
KT8 9AU
England

Kensington Palace
Email  kensingtonpalace@hrp.org.uk
Visitor Experience Manager
Kensington Palace
Kensington Gardens
London
W8 4PX
England

Banqueting House
Email banquetinghouse@hrp.org.uk
Banqueting House Manager
Whitehall
London
SW1A 2ER
England

Kew Palace and Queen Charlotte's Cottage
Email kewpalace@hrp.org.uk
Please be aware that Kew palace is only open from April to September.

 

What happens next?

If you complain in person or over the phone we will always try to resolve the issue then and there. If you complain in writing or by email we will always acknowledge your compliant as quickly as possible and aim to resolve it within 10 days. If this is not possible, we will contact you to explain and give a new deadline.

What if the complaint is not resolved?

If you are unhappy with our response then please get back in touch with us within 14 days by writing to the Head Visitor Services at any of the palaces at the addresses above.

Your complaint will be reviewed by a Senior Manager and Historic Royal Palaces will respond to you in writing within 10 days.

If, for any reason, your complaint is still not resolved to your satisfaction you can write to the;

The Palaces Group Director – for complaints relating to Hampton Court, Kensington and Kew Palaces
Hampton Court Palace
Apartment 44
Surrey
KT8 9AU
England

The Tower Group Director – for complaints relating to The Tower of London and Banqueting House.
The Tower of London
London
EC3N 4AB
England

To send us your general feedback you can also complete the online form available.

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