National Code of Practice for Visitor Attractions

1. To describe accurately to all visitors and prospective visitors the amenities, facilities and services provided in any advertisement, brochure or any other printed means, and to indicate on all such promotional material any significant restrictions on entry.

2. To display clearly at public entry points any charges for entry (including service charges and taxes where applicable) and whether there are any additional charges for individual attractions.

3. To manage and, where appropriate, staff the Attraction in such a way as to maintain a high standard of customer care, cleanliness, courtesy and maintenance to ensure visitor safety, comfort and service.

4. Where appropriate to the nature, scale and location of the Attraction, to provide adequate toilet facilities, coach and car parking and catering arrangements.

5. To give due consideration to access and other provision for people with impaired mobility and for others with special needs, and to make suitable provision where practicable.

6. To deal promptly and courteously with all enquiries, requests, reservations, correspondence and complaints from visitors.

7. To provide public liability insurance or comparable arrangement and to comply with all applicable planning, safety and other statutory requirements.

If in your experience we fail to meet these standards, or if you have any other cause for complaint, please contact us with details of your visit including proof of purchase so that we can investigate your case thoroughly. Investigation may take up to 14 working days because we may need to interview staff or consult with statutory bodies about amending policies or procedures.