We are committed to delivering a high standard of service across all of our tours and facilities.
If something goes wrong or you feel we haven't met your expectations, we want to hear from you.
This section outlines how to raise a complaint and what you can expect from us in response.
Please let us know if:
- You feel the service fell short of expected standards
- You did not receive a service you believe you were entitled to
- You feel you were not treated politely or respectfully
How to Make a Complaint
- Speak directly to a member of staff at the point of service
- Call our customer service team on 028 90 321 912 (open daily from 8am to 6pm)
- Fill in a complaint form and post it to:
City Tours Belfast, Unit 6 Curran House, 155 Northumberland Street, Belfast, BT13 2JF - Email your complaint to info@citytoursbelfast.com
What Happens Next?
Stage 1 – Initial Response
Once your complaint is received, the relevant department will contact you within 10 working days. If more time is needed, you will be given an explanation along with a revised date for a full response.
Stage 2 – Management Review
If you're not satisfied with the initial outcome, you may write to our management team who will carry out a further review. You will receive a full response within 15 working days. Again, if a delay occurs, we will keep you informed and provide a new timeline.
Stage 3 – Director Review
If the second response still doesn't meet your expectations, you can escalate the matter to our directors. They will investigate fully and respond within 15 working days of receiving your letter. If more time is needed, we will provide you with a clear explanation and a new response date.
