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Longleat, Wiltshire, BA12 7NW, Get Directions

Complaints Policy

We are committed to providing a high quality service to all our visitors. We invite feedback as it enables us to ensure the continuous improvement of the services and facilities we provide. 

Our promise 

We want to make sure that any engagement with Longleat is memorable and enjoyable for all the right reasons, however we understand that sometimes things are not always satisfactory and you find yourself needing to contact us, in these situations we promise we will; 

  • Treat any comments/feedback seriously 

  • Try to resolve any problems promptly, in no longer than 10 working days (should we require longer we will keep you informed at all times to the progress of your complaint) 

  • Utilise any feedback/comments where appropriate to make recommendations for change to improve our visitor experience. 

What to do if you have a complaint 

The sooner you get in touch with us, the sooner we will be able to help you. Most complaints can be resolved quickly by speaking to one of our members of staff at Guest Services at the time of your visit. 

If you are unable to make a complaint at the time of the issue occurring, please contact us as soon as possible by one of the following means: 

We aim to respond to email within three working days, However if your complaint requires more time to research we will let you know. 

In these circumstances we will keep you informed as to the progress of your complaint and would aim to resolve them within 10 working days. 

  • By writing to us at; Guest Services Team, Longleat, Warminster, Wiltshire, BA12 7NW. 

We aim to respond within 10 working days from receipt of your letter. If we require longer we will contact you to let you know when you can expect a response. 

What if your complaint is not resolved? 

If you are unhappy with our response then please get back in touch with us within 14 working days by writing to the Guest Services Management Team at the address above. Your complaint will be reviewed, and a senior manager will respond to you within 10 working days.