Our feedback policy

At Royal Collection Trust we welcome and value all feedback. We are committed to collecting, analysing and taking appropriate action from feedback to support the continuous improvement of our service.

We aim to resolve complaints appropriately and efficiently, as well as fully investigating all situations and ensuring that actions to improve are taken where appropriate. If you would like to provide us with feedback, please complete our online form.

It is also possible to provide feedback via our post visit survey; this is sent to customers who provided their details at the time of booking or can be accessed via QR codes on display at our sites.

 

What to do if you would like to make a complaint

Where it is applicable we encourage our visitors to inform us of any issues while still on site. Our teams are committed to providing excellent customer service and will make every effort to resolve your complaint there and then.

We know this is not always possible or the opportunity does not present itself; if you would like to make a complaint in writing please fill out and submit the online form. 

Alternatively, you can write to –

Customer Relations
Ticket Sales and Information Office
St James’s Palace
London
SW1A 1BQ

 

We endeavour to respond to all complaints within 10 days of receipt. If we need longer to investigate a matter, we will advise you when a reply can be expected.

If you feel that your complaint has not been sufficiently addressed or you have not heard from us within the agreed timeframe, please let us know. If appropriate, your complaint will be escalated to a senior member of the management team who will respond accordingly.

If you are still unsatisfied with our response and would like to take your complaint further, please refer to the ‘Make a Complaint about a Charity’ page.

 

Feedback to which we are unlikely to respond 

We are unlikely to respond to feedback which includes language and/or actions that could cause an employee of The Royal Collection Trust to feel distressed, threatened or experience discomfort. These include but are not limited to -

• Derogatory remarks relating to personal and/or protected characteristics.
• Forms or threats of physical violence
• Insulting or degrading language

We will not reply to feedback that does not directly relate to the activities of Royal Collection Trust.