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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:

October 1, 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

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FAQs
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Reserved Parking
Parking is available at Midhurst Rother College Car Park and Cowdray Farm Shop Car Park for advance bookings only. These are privately managed car parks offered at a price of £8 per car for a 2 hour stay. Access to the car park is available 20 minutes ahead of your trail booking time. i.e. if your trail time is 5.30pm, you are able to access the car park from 5:10pm. It is an 8 minute walk from Midhurst Rother College car park to the start of the trail and a 7 minute walk from the Cowdray Farm Shop Car Park.
If we purchase tickets and then are unable to come on the purchased date, can we postpone or visit on a later date or receive a refund?
The light up trail experience is like buying a concert, cinema, or theatre ticket. If you are unable to come to your reserved experience, an alternative date maybe offered subject to availability.
Environment
The Cowdray Estate have a strong sustainability plan, ensuring that they farm responsibly, and they take a holistic approach across the whole Estate. We use LED lighting products, and they light up to 90% more efficiently than traditional bulbs and we are using as little energy as possible and aiming to use as little plastic as possible.
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.
Are there toilets on the Light Up Trail?
Toilets are available along the Light Up Trail
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.

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.
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