Complaints policy

Historic Royal Palaces welcomes all of your feedback, comments and suggestions.

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 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 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, telephone or in writing.

Historic Royal Palaces main switchboard (09.00 to 17.00 GMT)
Telephone: +44 (0)20 3166 6000
Textphone: 18001 020 3166 6000

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

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, 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

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