You have contacted the ticketing platform. You have waited patiently. Maybe you received a generic response that did not address your issue, or maybe you have heard nothing at all. When the standard customer service route fails, it is time to escalate. Here is a structured approach to getting your complaint taken seriously.
Before you escalate: have you exhausted the basics?
Before moving to formal escalation, make sure you have genuinely given the platform a fair chance to resolve the issue:
- Have you used the platform's official complaint channel (not just social media)?
- Have you clearly stated what the problem is and what resolution you want?
- Have you provided all relevant evidence (booking reference, screenshots, correspondence)?
- Have you given them a reasonable amount of time to respond (typically 14 days)?
If you have done all of this and are still getting nowhere, proceed with the following escalation steps.
Step 1: Formal written complaint
Write a formal complaint letter or email, separate from your initial customer service enquiry. Address it to the company's complaints department or, if you can find the details, the head of customer service or a named director. You can often find these details on Companies House (find-and-update.company-information.service.gov.uk), which lists the directors of UK-registered companies.
In your formal complaint:
- Use the word "complaint" in the subject line
- Reference all previous correspondence and include dates
- State the facts clearly and chronologically
- Explain the impact on you
- State what resolution you expect
- Set a deadline of 14 days for a response
- State that you intend to escalate further if the matter is not resolved
Send the letter by email and, if the amount involved is significant, also send a copy by recorded delivery post to the company's registered office address (available on Companies House).
Step 2: Contact STAR (Society of Ticket Agents and Retailers)
If the ticketing platform is a member of STAR, the industry trade body, you can escalate your complaint through STAR's dispute resolution process. STAR operates an approved Alternative Dispute Resolution (ADR) scheme for its members.
Check whether the platform is a STAR member at star.org.uk. STAR members include many of the UK's major ticketing platforms. If they are a member and you have been unable to resolve the complaint directly, STAR can mediate.
Step 3: Report to trading standards
If you believe the ticketing platform has breached consumer protection law, such as the Consumer Rights Act 2015 or the Consumer Protection from Unfair Trading Regulations 2008, you can report them to trading standards via the Citizens Advice consumer helpline on 0808 223 1133.
Trading standards has the power to investigate businesses and take enforcement action. While they cannot resolve individual complaints directly, a report adds to the intelligence picture and may trigger an investigation if there are multiple complaints about the same business.
Step 4: Report to the CMA
The Competition and Markets Authority (CMA) is the UK's primary competition and consumer protection authority. If you believe a ticketing platform is engaging in systemic unfair practices (not just a one-off poor experience), you can report this to the CMA.
The CMA has taken action against businesses in the live events and ticketing sector before, including investigations into secondary ticketing platforms. You can report concerns through the CMA's online form at gov.uk/cma.
Step 5: Use your payment provider
If your complaint involves a refund that the platform is refusing to process, your bank or credit card provider is a powerful ally:
- Section 75: For credit card payments between £100 and £30,000, your card provider is jointly liable for breach of contract under Section 75 of the Consumer Credit Act 1974
- Chargeback: Available for both debit and credit card payments. Your bank can reverse the transaction if the service was not provided as described
See our guide to chargebacks for event tickets for the detailed process.
Step 6: Social media and public pressure
If formal channels are not producing results, a measured public complaint on social media can be effective. Many companies have dedicated social media teams that respond to public complaints more quickly than private customer service channels.
When posting publicly:
- Be factual and measured. Emotional rants get less traction than clear, specific accounts of what went wrong
- Tag the company and use relevant hashtags
- Include your complaint reference number
- State what you have already tried and how the company has responded
- Other people with similar experiences will often join the conversation, which increases pressure on the company
For advice on how to frame your experience publicly, see our guide to leaving event reviews and feedback.
Step 7: Alternative Dispute Resolution (ADR)
Under UK law, traders are required to inform consumers about any ADR scheme they participate in. Check the platform's website for information about ADR. If they are a member of an ADR scheme, you can use it to have your complaint adjudicated by an independent third party at no cost to you.
Step 8: Small claims court
If all other routes have been exhausted and the amount at stake justifies it, you can take the platform to small claims court. In England and Wales, claims up to £10,000 can be made through the small claims track. The process can be started online through Money Claims Online.
Before issuing a court claim, send a "letter before action" giving the platform 14 days to resolve the matter. This is a legal requirement and shows the court you attempted to settle the dispute first.
Court fees start from around £35 for smaller claims and are added to your claim amount if you win. You do not need a solicitor for small claims court, and the process is designed to be accessible to individuals.
Keeping records throughout
At every stage of the escalation process, keep detailed records:
- Save all emails and letters (sent and received)
- Screenshot online chat conversations
- Note dates, times, and names of anyone you speak to on the phone
- Keep a timeline of events
Good record-keeping is the foundation of a successful complaint. If the matter does go to court or an ombudsman, your documentation is your evidence.
Disclaimer: This guide provides general information about the complaints and escalation process in the UK. It is not legal advice. For advice specific to your circumstances, contact Citizens Advice or a solicitor.
