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Complaints Procedure

Not happy with our service? We are always happy to receive comments, feedback and suggestions, and provide ways for you to do this.

Last updated:

December 16, 2020

Not happy with our service? We are always happy to receive comments, feedback and suggestions, and provide ways for you to do this.

As part of our complaint’s procedure, we will:

  • Treat complaints seriously and deal with them properly
  • Resolve complaints promptly and informally whenever possible
  • Learn from complaints and take action to improve our service
  • Ensure that complaints are treated in confidence


What to do if you have a complaint.

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It's always better if you can let us know straight away. Most complaints can be sorted out quickly by a member of our on-site team and they will welcome the opportunity to do this if at all possible.

If it is not possible to complain during your visit you can contact Light Up Trails by email hello@lightuptrails.com


Need extra help?

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FAQs
Getting Here
Covid-19
Contact
Where can I buy tickets?
You can buy tickets for the Light Up trail by clicking below.
Caterers and Concessions
All our catering concessions will be fully risk assessed and set-up to be Covid safe in line with government guidelines. Socially distant queuing will be in place and we request that only one person per group goes to order food/ drinks. There will be hand sanitizer and signage reminding people to maintain social distancing near to the catering units.
Is the trail accessible for wheelchair users?
The Light Up trail has been designed to be as accessible as possible, most of the route is on hard standing paths and is approximately one mile in length. The route is designed so it can be viewed solely from the path however, there is uneven ground in places as it is a green field site. We have added additional pedestrian trackway where necessary to cross the field. If you have mobility requirements, please ensure you can get round unaided or have a carer for support. If it rains, it may get muddy and access may be difficult. Our stewards can advise the best route for you.
Do I need to buy a car parking ticket to park on site?
Parking is included with the purchase of your ticket. You need to confirm how many parking spaces you require when booking.
Can I purchase food and drink on site?
Yes, we are planning to offer for sale a limited selection of takeaway hot and cold drinks, snacks, and alcoholic beverages. Card payments only. No cash payments accepted. We are adhering to all government guidelines regarding takeaway food and drinks.
Entrance
The queue lanes will be marked out with social distancing markers working on 2m please abide by these markers and keep 2m away from any other groups. Hand sanitizer stations will be located at the entrance for customers to use.

Need more answers? Head to our FAQ page

Frequently Asked Questions
By Car

The light trail is located on the Wiston Estate and parking on site is included in your ticket price.

Once you have parked your car, you can begin to make your way to the light trail entrance. Please note there is no access to the event via Mouse Lane in Steyning village. Cars must enter via the signposted car park entrances on Washington Road.

Get Directions
By Train

If you are catching the train the nearest station is Shoreham-by-Sea. Driving by car will take approximately 8 minutes.  Taxi’s will be allowed to enter providing you have purchased a ticket.

By Taxi

There are several taxi companies in Steyning

Steyning Village TaxisRussell Pickup Private HireA Cars

Covid Announcement

Updated:

November 19, 2020

We want to reassure everyone about Light Up Wiston Estate after the recent announcement of another national lockdown. We have consulted with a wide variety of specialist and local authorities, and are so pleased to announce that the event will still be going ahead with the new premier date of 8th December. We are determined to bring joy to the community this year, and will not be beaten by Covid-19! The maximum capacity for each slot has been reduced to ensure everyone feels safe and worry free during this magical event, so please continue booking tickets and sharing our event with friends and family; people are going to need something to look forward to more than ever during this lockdown. And please be assured that if the lockdown is extended, all people that have booked slots which have to be cancelled will be given a full refund.

PPE/ Face Coverings
All staff in customer facing roles are required to wear face coverings (either masks or shields) to reduce the likelihood of the transmission of the virus. We request that you wear a face covering when in the food area, in the toilets or in close proximity to people outside of your household group.
Cleaning
A cleaning schedule will be in place which will include frequent cleaning of all high touch areas including: toilets, waste bins, tables and chairs
Caterers and Concessions
All our catering concessions will be fully risk assessed and set-up to be Covid safe in line with government guidelines. Socially distant queuing will be in place and we request that only one person per group goes to order food/ drinks. There will be hand sanitizer and signage reminding people to maintain social distancing near to the catering units.
During the trail
The site has been designed to accommodate social distancing throughout, keep 2m away from any other groups at all times particularly when viewing the installations.
Entrance
The queue lanes will be marked out with social distancing markers working on 2m please abide by these markers and keep 2m away from any other groups. Hand sanitizer stations will be located at the entrance for customers to use.
Covid 19 Safety Measures
We take the safety of their staff and customers seriously. Our ticketing system has been adapted to facilitate Test and Trace and ensure we are GDPR compliant. We will have a NHS Test and Trace QR code at the entrance for you to scan on arrival.
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