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.
SHARE YOUR EXPERIENCES WITH US
To contact us, please use our online form.
Alternatively, you can write to: 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 concerns about malpractice, illegal activity or other wrongdoing. This could include possible criminal offences such as fraud, theft and bribery, risks to an individual’s health and safety or environmental damage. If you have any such concerns, please complete the Speak Up online form. The information you provide will be treated confidentially.
Speak Up is only designed to deal with the kind of concerns mentioned above. Any other feedback, complaints or membership queries will be forwarded to our Customer Services team, who you can email direct on the Contact Us form for a faster response.