Visitor Feedback Handling Policy
As a venue we aim to offer the best possible service and we actively encourage feedback on our venue from our visitors. It’s only by listening to this feedback that we can find out how well we’re doing. If you would like to compliment us on any aspect of our service, we would be delighted to hear from you. If you have a suggestion for how we could do things better, again, let us know. There may be occasions when you are not happy with the service that you have received. If this is the case, we would like to know about it as soon as possible. The following information outlines how you can contact us and what procedures we will follow to respond to what you are telling us.
How can you contact us and how will we respond?
Please contact us using any of the following methods:
In person during the event please contact the Duty Manager. This is the most effect way for your feedback, particularly if it is a complaint, to be dealt with.
By email, please contact us at feedback@necgroup.co.uk.
Each email received will be automatically acknowledged and we will respond to you within 10 working days. If a full response cannot be achieved during this time, this will be explained to you and a course of action will be outlined.
By post, please write to us at: Sales and Customer Support, The NEC, Birmingham B40 1NT.
In addition, customer comment cards are available from the venue. These can be posted back to us free of charge or can be handed in to a member of staff.
We will respond to you within 10 working days. If a full response cannot be achieved during this time, this will be explained to you and a course of action will be outlined.
By telephone, please contact us at 0121 780 4141.
A member of our Sales and Customer Support Team will take down the details of your experience and will then investigate your comments.
We will respond to you within 10 working days. If a full response cannot be achieved during this time, this will be explained to you and a course of action will be outlined.
When you contact us, please do provide us with as much information as possible, including which event you attended and when, as well as your name, address and contact telephone number. Please be assured that we will not pass your personal details onto any third party.
What should you do if you are not happy with our response and what action will we take?
If you are not happy with our response, you can ask us to review it. On receipt of your review request we will review the initial response and will contact you again within 10 working days.
What should you do if you are not happy with the review and what action will we take?
If you are not happy with the review, then you should write to the Arenas General Manager at the following address:
General Manager, Arenas
The NIA
King Edwards Road
Birmingham
B1 2AA
The Arenas General Manager will respond to you within 28 working days of receipt.
Blogs
We have a dedicated visitor experience team at The NEC Group who expertly manage all comments which come directly into us via a variety of channels.
We will deal directly with all comments, compliments and complaints received through this website, the phone or by letter.
We do not respond to internet community sites where there is a charge for doing so. The NEC Group delivers an economic impact to the region of £2bn and 29,000 jobs and we have a responsibility to manage our resources effectively.
