Customer Feedback and Complaints Policy

At Somerset House we strive to offer an outstanding experience to our visitors at all times. However, we understand that visitors may occasionally feel as if we did not meet their expectations.   

If you are dissatisfied with your time at Somerset House, we ask that you contact a member of the Somerset House Visitor Experience staff who will work to find the best possible solution. If necessary, this team member will escalate the matter to one of our onsite Duty Managers.   

We take all feedback very seriously and the Visitor Experience team aim to resolve any issues in person on the day in the hope that, following a resolution, you will still be able to make the most of your visit to Somerset House.  

If the matter cannot be resolved in the moment, we will inform you of the next steps to be taken and we may compile a written report to be shared with the wider team and potentially other departments within Somerset House.   

We also welcome email feedback via   

All emails will receive an immediate acknowledgement of the feedback and we then aim to respond substantively to the email within five working days. All complaints are treated with confidentiality and discretion. If necessary to the complaint, we will also investigate any feedback by discussing with other departments, individual staff members, our third-party partners and our Health and Safety or security advisors. Please note that, due to the investigation process, a full response may take longer than advised. If more time is required to respond fully, we will provide an update and a new estimated date for a final response.   

If you are not satisfied with the response given, your complaint will then be escalated to Somerset House’s Senior Management Team for further review. However, please note that in cases where complaints are repetitive (for example of a similar nature from the same individual or group) and have already received a full response, we may not respond further.  

If your complaint concerns Somerset House’s Safer Space Policy, please email or use our Safer Space Reporting page

You can find our Safeguarding policy here.