Historic Royal Palaces welcomes all of your feedback, comments and suggestions.
Our commitment to you
We will:
- Treat your comments seriously and deal with them appropriately
- Resolve any complaints promptly and informally where possible
- Use your feedback to improve our services
How did we do?
Making your visit memorable and enjoyable for all the right reasons is important to us and we endeavour to rectify any problems you may encounter.
What happens next?
If you complain in person, we will always try to resolve the issue then and there. If you complain in writing or by email we will acknowledge your complaint 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 to do if you have a complaint
It is always better to inform us straight away. Most complaints can be sorted by staff at the palace whilst you are visiting. If you are unable to make a complaint, please contact the palace directly either by email or in writing.
The Tower of London
Email: [email protected]
Visitor Services Manager
HM Tower of London
London
EC3N 4AB
England
Hampton Court Palace
Email: [email protected]
Visitor Experience Manager
Hampton Court Palace
Surrey
KT8 9AU
England
Kensington Palace
Email: [email protected]
Visitor Experience Manager
Kensington Palace
Kensington Gardens
London
W8 4PX
England
Banqueting House
Email: [email protected]
Banqueting House Manager
Whitehall
London
SW1A 2ER
England
Kew Palace and Queen Charlotte's Cottage
Email: [email protected]
Hillsborough Castle
Email: [email protected]
Visitor Services
Hillsborough Castle
The Square
Hillsborough
BT26 6AG
Northern Ireland
Membership
Email: [email protected]
Membership Office
Hampton Court Palace
Surrey
KT8 9AU
England
What if the complaint is not resolved?
If, for any reason, your complaint is still not resolved to your satisfaction you can write to:
The Palaces Group Director (for complaints relating to Hampton Court Palace, Banqueting House, Kensington Palace, Kew Palaces, Hillsborough Castle and Gardens, and Membership)
Hampton Court Palace
Apartment 44
Surrey
KT8 9AU
England
The Tower Director (for complaints relating to The Tower of London)
The Tower of London
London
EC3N 4AB
England