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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.

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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


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FAQs
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What time does the Light Up Trail finish?
All customers must exit the reserved car park no later than 2 hours from entry. Pre-Paid Car Parking is for two hours from arrival. The light trail will close by 10pm.
Who is the Light Up trail for?
Christmas at Cowdray is suitable for all ages and is designed to be enjoyed by all to create wonderful memories for years to come.
Where does the trail start?
The light up trail begins in front of the Cowdray Ruins, Midhurst, Cowdray Heritage Trust, Easebourne, Midhurst, West Sussex, GU29 9AL.
Can I purchase food and drink on site?
Yes, we are planning to offer for sale a selection of street food, hot and cold drinks, and alcoholic beverages. At present, this is under review and we will update nearer the time of the event.
Do I need to buy a car parking ticket?
Parking is NOT included with the purchase of your ticket. There are several options available to you. You can either reserve a parking space in one of our privately managed car parks for an additional cost of £6.00 per car up to 2 hours or Park in one of the public car parks in Midhurst.
Can we collect tickets from a box office?
No, there is no ticket collection point at the venue, all tickets are E-tickets and are scanned upon entry.

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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