Complaints policy
We strive to provide high-quality pop-up role-play events for children under 6 years old. We understand that sometimes things may not go according to plan, and we want to hear about any concerns or complaints you may have. Our complaints policy outlines how we handle and resolve complaints, and our commitment to providing excellent customer service.
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Complaints Process: If you have a complaint about our service, please follow the steps below: 1.1. Contact us as soon as possible: If you have a complaint, please let us know as soon as possible. You can contact us by phone, email or in person at the event. We aim to resolve complaints as quickly as possible, and your feedback helps us to improve our service. 1.2. Provide details of the complaint: Please provide us with as much detail as possible about the complaint, including the date and time of the event, the nature of the complaint, and any other relevant information. 1.3. Investigation: We will investigate the complaint and respond to you within five working days. If we need more time to investigate, we will let you know. 1.4. Resolution: We will do everything we can to resolve the complaint to your satisfaction. We may offer a refund or a free ticket to a future event, depending on the nature of the complaint. If we cannot resolve the complaint to your satisfaction, we will explain why.
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Escalation: If you are not satisfied with the outcome of your complaint, you can escalate the matter by contacting our management team. They will review your complaint and aim to resolve the issue as quickly as possible.
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Record Keeping: We keep a record of all complaints, including the nature of the complaint, the date and time it was received, the steps taken to investigate and resolve the complaint, and any other relevant information. We use this information to identify any trends or issues and to continuously improve our service.
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Anonymous Complaints: We encourage you to provide your name and contact details when making a complaint so we can keep you informed of our investigation and resolution. However, if you prefer to remain anonymous, we will still investigate the complaint to the best of our ability.
At Little Kid Town, we take complaints seriously and are committed to resolving them to your satisfaction. We value your feedback and use it to improve our service.