We would much rather hear when something hasn't worked than not hear at all. This page explains how to raise a concern, how we handle complaints, and your right to escalate independently if we can't resolve it.
1. Quick issues — use support first
If you're simply trying to find your ticket, change your email on an order, or ask about a refund that's in progress, please email support rather than starting a formal complaint — it's faster.
2. Making a formal complaint
If support hasn't been able to resolve your issue, or the matter is more serious (safety, data protection, a promoter's conduct, a billing dispute, or you believe we've fallen short of our terms), please make a formal complaint.
Company No. 17168332
Registered in England & Wales
Please include
- Your order reference (format
SD-XXXXXX) — or the event name and date if you don't have one; - The email address associated with the order or your account;
- A clear description of what went wrong and when;
- What you would like us to do about it;
- Any evidence (screenshots, email copies, photographs) that helps us understand.
3. What happens next
Within 5 business days
We acknowledge the complaint in writing with a reference number and the name of the person investigating.
Within 30 days
We send a substantive written response — what we've found, what (if anything) we propose to do, and any remedy we're offering. Complex cases involving a promoter or a venue may take longer; if so, we'll tell you why and give a revised date.
Within 8 weeks
If we still haven't resolved the complaint to your satisfaction, we will write a "final response" and signpost you to independent dispute resolution (section 4 below).
4. If we can't resolve it — independent routes
Alternative Dispute Resolution (ADR)
Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, if we cannot resolve a consumer complaint within 8 weeks, you may be entitled to refer the matter to an ADR provider for an independent, binding review.
GigEntry is not currently a member of an ADR scheme. We will nevertheless signpost you to an approved provider in our final response, and will participate in the process where legally required. One well-established UK provider is the Centre for Effective Dispute Resolution (CEDR) — cedr.com.
Specific escalation routes
- Data protection / privacy — the Information Commissioner's Office (ICO), ico.org.uk, 0303 123 1113. You have the right to lodge a complaint with the ICO at any time, without going through us first.
- Fraud or attempted fraud — Action Fraud, actionfraud.police.uk, 0300 123 2040.
- Consumer rights issues — Citizens Advice Consumer Service, citizensadvice.org.uk, 0808 223 1133. They will liaise with Trading Standards where appropriate.
- Competition or secondary-ticketing market concerns — Competition and Markets Authority (CMA), gov.uk/cma.
- Accessibility or discrimination — Equality Advisory and Support Service, 0808 800 0082 (see also our Accessibility Statement).
- Court action — as a consumer, you may bring a claim in the courts of your place of residence in the UK. See section 11 of our Terms of Use.
5. No retaliation
We do not penalise anyone for making a good-faith complaint — a buyer's tickets will never be cancelled, and a promoter's account will never be suspended, because of the fact of the complaint itself. (We may of course act on what a complaint reveals — for example, suspending an account that turns out to be fraudulent.)
6. Confidentiality
Complaints are treated confidentially within the team that needs to handle them. We will not share your identity with a third party — including the person or business complained about, where that is different from you — except where disclosure is necessary to investigate the complaint, is required by law, or is necessary for safeguarding or safety reasons.
7. Contact
General support: support@gigentry.co.uk. Formal complaints and legal notices: legal@gigentry.co.uk. Data protection matters: privacy@gigentry.co.uk.