Complaints Procedure

We want to give you the best quality service possible if you visit our attraction or use our facilities. To do this we need to know when things go wrong, or if we are not meeting your needs. If you are not satisfied with the service you have received from us, we want to hear from you. This document outlines our complaints procedure and tells you how to make a complaint.

Please let us know when:
  • You are not satisfied that standard.
  • You have not received a service you think you should have.
  • You feel that you have not been treated politely and with respect.
How to make a complaint
  • The quickest way to get the problem sorted out is by explaining it to our employees at the point of service.
  • Telephone our City Sightseeing Belfast Customer Services Team informing them that you want to make a complaint. Our telephone lines are open seven days a week from 8am to 6pm on 028 90 321 321
  • Fill in the attached complaints form and send it to City Sightseeing Belfast. Unit 14 Duncrue Industrial Estate, Duncrue Road. Belfast. BT3 9BP.
  • Email your complaint to info@citysightseeingbelfast.com
What will happen when I complain?

Stage 1
If you make a complaint, the relevant Department will contact you within 10 working days of us receiving your complaint. If, for any reason, your complaint is going to take longer than 10 days to resolve out you should get an explanation for the delay and a new target date by which you should get a response in full.

Stage 2
If the first response is not satisfactory, you can write directly to the City Sightseeing Belfast Management who will review our response and investigate the complaint further. You will receive another response within 15 working days from when we receive your letter. If, for any reason, your complaint is going to take longer than 15 days to sort out you should get an explanation for the for the delay and a new target date by which you should get a full response from us.

Stage 3
If the second response is not satisfactory, you can then write to the Directors. They will look into your case and make a detailed investigation. Again you will receive a response within 15 working days from when we receive the letter. If, for any reason, your complaint is going to take longer than 15 days to resolve out you should get an explanation for the delay and a new target date by which you should get a full response from us.

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