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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:

April 23, 2021

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.

‍
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
covid-19
Contact
Why are only E-Tickets available?
To reduce the amount of contact we have decided to ONLY issue E-Tickets. You can print these off or download to your phone. All tickets will be scanned at the ticketing entrance.
What are the ticket prices?
Prices are subject to change in line with demand and may change as the event dates draw closer.
Will there be strobe lighting?
Whilst no single source of lighting regularly strobes at high frequency, the volume of light fixtures in some areas could raise the frequency of light flashes and strobing across multiple sources to a level where it may be considered unsafe for people who are affected by photo-sensitive epilepsy.
Fuel and Power
he use of fuel and wattage is kept to a minimum for all our installations.
Are dogs allowed on the light up trail?
Dogs are allowed on the light up trail providing they are always on a lead, and you pick up any dog mess. Please be aware the event attracts lots of people and this combined with electricity cables and loudspeakers at doggy level can make it dangerous for your furry friends.
What are the Light Up trail times?
Every 15 minutes from 4:30pm to 8:00pm

Need more answers? Head to our FAQ page

Frequently Asked Questions

You can book with confidence for Christmas at Cowdray as the safety and wellbeing of our visitors is of the upmost importance to us. We are continually monitoring and responding to the COVID-19 pandemic situation as it evolves and will communicate any updates as we evaluate the situation.  If Christmas at Cowdray is cancelled, you will be notified and offered an alternative date, if available, or a full refund. If you no longer wish to attend because of government restrictions in place due to coronavirus, please contact See Tickets customer service at the earliest opportunity to discuss further.

Covid-19 Policy
You can book with confidence for Christmas at Cowdray as the safety and wellbeing of our visitors and staff is especially important to us. We continue to monitor and respond to the coronavirus pandemic, following government guidelines, as they change, and we will communicate any updates as we evaluate the situation. If Christmas at Cowdray is cancelled, you will be notified and offered an alternative date or a full refund.
Seetickets Customer support
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