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Fayre Play Complaints Policy

Introduction

At Fayre Play our mission is to ensure that everyone leaves happier than when they came in, but understand that sometimes things go wrong and we miss the mark. 

We strive to provide an enjoyable and different experience for our customers through our fairground games, food, and bar services. We value all customer feedback and are committed to addressing any issues promptly and professionally. This Complaints Policy outlines our procedure for handling complaints to ensure customer satisfaction.

How to Make a Complaint

We encourage customers to voice their concerns so that we can improve our services. Complaints can be made in the following ways:

  1. In-Person: Speak directly with any of our staff members on duty.
  2. Email: Send your complaint to enquiry@thefayreplay.co.uk 
  3. Online: Fill out the complaint form on our website at www.thefayreplay.co.uk/complaints

Information to Include

To help us address your complaint effectively, please provide the following information:

  • Your name and contact details 
  • Booking holder name (if different from the above)
  • Date and time of the incident
  • Location of the incident
  • Description of the issue
  • Names of any staff involved (if known)
  • Any supporting evidence (e.g., photos, receipts)

Complaint Handling Procedure

  1. Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.
  2. Investigation: We will investigate your complaint thoroughly. This may involve speaking with staff members, reviewing any relevant documentation, and examining any evidence provided.
  3. Resolution: We aim to resolve all complaints within 10 working days. If this is not possible, we will inform you of the reason for the delay and provide an updated timeline.
  4. Response: We will provide a detailed response outlining our findings and any actions taken to resolve the issue. This will be communicated to you via your preferred contact method (email, phone, or mail).

Confidentiality

All complaints will be handled with confidentiality and in accordance with data protection laws. Information about your complaint will only be shared with those who need to know in order to resolve it.