Contact Us & FAQS

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 always ring, email or write to us, whatever is most convenient for you:

Web Chat

0370 333 1181  (Calls within the UK are charged at local rate. Lines are open from 8.30am to 5.30pm Monday to Friday and 9am to 5pm on Saturday)

customercare@english-heritage.org.uk

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 and will use your comments to improve our customer experiences where we can. 

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.

Thank you for taking the time to talk to us. 

 

Speak Up

English Heritage is committed to working to a high standard of integrity and encourages a culture of openness and honesty.

We have a number of internal policies which help employees and volunteers raise concerns, but recognise that there may be occasions when others, for example visitors to our sites, members, suppliers and contractors, may also have concerns about potential malpractice or wrongdoing.  This could include a criminal offence such as fraud, theft and bribery, risks to an individual’s health and safety or environmental damage.  If you have such a concern, please contact us here so that we can look into the matter. 

Any matters raised will be treated confidentially.

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