We are really sorry if you have a complaint about your visit, from our experience the very best way for us to turn a complaint around is on the day at Guest Help and Information, where we can instantly react to your feedback.
If you have already returned home without visiting Guest Help and Information, you can fill out the contact us form here.
Our team reply to feedback within 7 days, however in peak periods this may be up to 10 days. We appreciate your patience whilst we look into your complaint and please note, if you send multiple emails it may slow down the response time to your email as it can put the case further down the queue.
If you are not happy with the response, the escalations procedure is as follows:
Reply to the latest email from the team stating you would like to escalate your feedback, a member of our Customer Services Management Team will review the feedback.
For the final point of escalation, you can email our Resort Excellence Manager (Amie) at resortexcellencemanager@chessington.co.uk and and you will receive a reply within 7 days. Please note, all feedback is handled at site level.
Please note, all feedback needs to be initially handled by our customer services team, if you have not already contacted our customer services team, this email will be passed on to them. If you have already contacted our customer services team, please provide your original case reference number in your email.
All feedback received is fully investigated by our teams and taken seriously.