Complaints process
If something has gone wrong, we want to put it right. Here is how to tell us and what happens next.
- Questions?Contact us or email bookings@ticktap.co.uk.
- Other policiesTerms · Privacy · Refunds · Fees · Complaints
Before you complain
Many problems can be sorted quickly. For a missing ticket, try Find my ticket. For refund questions, see our Refund policy. Our help pages cover most other questions.
How to make a complaint
Email bookings@ticktap.co.uk with “Complaint” in the subject line. Please include:
- your name and the email address you used to book or sign up;
- your order reference or the event name, if it’s about a booking;
- what went wrong and what you’d like us to do.
What happens next
We’ll confirm we’ve received your complaint, look into it and reply by email with our answer. If we need more information, we’ll ask. If your complaint is about how an event was run, we may need to pass it to the organiser, because they are responsible for the event itself.
Refunds and the booking fee
Where a refund is due, it covers the ticket price only. The booking fee is non-refundable in all cases, as set out in our Refund policy and Terms. This does not affect your statutory rights.
If you’re not happy with our answer
- For free consumer advice, contact Citizens Advice (England, Wales and Scotland) or Consumerline (Northern Ireland).
- If your complaint is about your personal data, you can contact the Information Commissioner’s Office (ICO) at ico.org.uk. See Your data rights.
- If you paid by card, your card provider may be able to help.