Complaints Policy
Whether you’ve had a great experience at one of our sites, or think there’s something we could be doing better, please let us know.
If you’re unhappy with an experience you’ve had with us, we will try to put things right for you and learn from your feedback so that we can improve what we do.
If your feedback is related to a visit to one of our properties, then letting the team know at site will get the quickest response. You can do this in person and any staff member will be happy to help you.
How to Contact us
You can telephone, email, write to us, or use Web Chat.
Telephone: 0370 333 1181 (Calls within the UK are charged at local rate. Lines are open from 9.00am to 5.00pm Monday to Saturday)
Email: customercare@english-heritage.org.uk
Write: Customer Service Manager, English Heritage, The Engine House, Fire Fly Avenue, Swindon, SN2 2EH
We aim to respond to customer feedback within 10 working days.
Escalating your complaint
If you feel that your issue has not been resolved, our Head of Customer Services can review your case. You can write to the Head of Customer Services at the address above.
SPEAK UP
English Heritage is committed to working to a high standard of integrity and encourages a culture of openness and honesty.
Speak Up is a system you can use to flag malpractice, illegal activity or other wrongdoing. This could include criminal offences such as fraud, theft and bribery, risks to an individual’s health and safety or environmental damage. Please complete the online form. The information you provide will be treated confidentially.
Speak Up is only designed to deal with the kinds of concerns mentioned above - any other feedback, complaints or comments must be made through the contact us page.
