How to Make a Complaint

If you wish to raise a complaint, we ask that you complete our online complaint form, available here via our website. This ensures we have all the necessary details to investigate your concern thoroughly and fairly.

When submitting a complaint, please include:

  • Your full name

  • Contact details (email and/or phone number)

  • The date and name of the event attended

  • Booking reference (if applicable)

  • A clear description of your concern

  • Any relevant supporting information or evidence

Incomplete information may delay our response.

When to Raise a Concern

Where possible, we encourage guests to raise concerns with a member of our team during their visit so we can attempt to resolve matters immediately.

If your concern is raised after the event, we ask that complaints are submitted within 7 days of attendance to allow for a timely and accurate investigation.

Our Investigation Process

Once your completed complaint form is received:

  • You will receive acknowledgement of receipt.

  • We aim to investigate and respond within 3 working days.

  • Some complaints may require additional time if further information or staff review is needed. In these cases, we will keep you informed.

Each complaint is reviewed carefully and objectively, taking into account event circumstances, staff feedback and any relevant policies.

Outcomes

Following our investigation, we will respond outlining:

  • Our findings

  • Any actions taken or proposed

  • Any appropriate resolution (where applicable)

Resolutions are considered on a case-by-case basis and in line with our terms and conditions.

Important Notes

  • Viva Blackpool cannot process complaints via social media comments, messages or third-party platforms. Please use the official complaint form to ensure your concern is properly recorded.

  • We cannot guarantee specific outcomes such as refunds or compensation without investigation.

  • Abusive or threatening language will not be tolerated and may result in communication being terminated.

Continuous Improvement

We value all feedback — positive and negative — as part of our ongoing commitment to delivering exceptional entertainment experiences.