Last updated: October 2025

Next review: October 2026

Our Commitment

At Old Palace Chester, we are dedicated to providing exceptional weddings and events across our venues.
If something has not met your expectations, we want to know so we can put it right and continue to improve. We take all feedback seriously and aim to resolve any concerns promptly, fairly, and with care.
 

Who Can Complain

This policy covers feedback or complaints from:

• Couples, guests, or event organisers
• Suppliers or third parties connected to Old Palace Chester.

(Staff grievances are managed separately through our internal HR procedures.)
 

How to Raise a Complaint

If you have a concern about your wedding journey or experience, please raise it with us using one of the options below:

• During your event: If at any stage throughout your event you are not completely satisfied with any element of our service, please inform our staff in order that we have an opportunity to rectify the problem for you immediately.
• Before or after your event: Email your Event Manager directly to outline your concern.
• If your Event Manager is unavailable or your issue remains unresolved: Email the venue General Manager in writing with details of your complaint.

What Happens Next

• Your complaint will be acknowledged within 3 working days.
• It will be reviewed by the relevant manager, who will investigate thoroughly and aim to respond in writing as soon as possible, but within 28 days of the acknowledgement. Please note that, complex issues may require longer and in cases where this is appropriate, we reserve the right to extend our response time by a further 28 days and will confirm this to you via email.
• If you are still dissatisfied, details of how you can escalate your complaint to a final stage will be shared with you as part of our complaint’s outcome letter. Upon escalation, an impartial manager will be appointed to review the case, and a written outcome will be provided to you within 28 days.

Our principles

When handling complaints, we promise to be:

• Fair – Every concern is taken seriously and reviewed without bias.
• Timely – We acknowledge and respond within clear timeframes.
• Respectful – We treat all complaints with courtesy and manage all matters confidentially.
• Learning-focused – We use feedback to improve our venues and guest experience.

How We Use Complaints to Improve

All complaints are logged and reviewed by senior management. Themes and outcomes are monitored to help us identify opportunities for training and service improvements.