How to make a complaint about your ticket purchase

The great majority of ticket purchases go smoothly, but occasionally things can go wrong.  If you've had a problem in buying your tickets, you can consider taking this action:

In the first place, you should always contact the box office or agent from whom you bought your ticket(s); most problems can be sorted out by the original ticket seller.

If the seller is a member of STAR:

General Enquiries and Events That Are Yet to Take Place
If you have a general enquiry or if the event for which you have bought tickets has not yet taken place and you have not reached a satisfactory outcome with the ticket seller, we may be able to help. Please complete this complaint form. If we cannot help then it may be that we suggest pursuing your dispute through our Alternative Dispute Resolution (ADR) procedure as mentioned below.

Alternative Dispute Resolution
CTSI-330X260If you have a dispute with a STAR member but you are unable to resolve that complaint directly with them then you can consider ADR through STAR. We are approved as a consumer ADR body for the purposes of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. This approval is granted by the Chartered Trading Standards Institute under arrangements delegated to them by the Secretary of State for the Department of Business, Energy and Industrial Strategy.

Please note that for a dispute to be dealt with under ADR, you must first have exhausted the STAR member's internal complaints process. In addition, we can only process disputes that are against STAR members, so please check that the company in question is a STAR members before completing the online form.

Click here to find out more about ADR and submit a dispute for consideration.

Click here for STAR's full ADR Procedure

Click here for the online form to submit a dispute for ADR.

Disputes can also be submitted by post to:

Society of Ticket Agents and Retailers
PO Box 708
St Leonard's Place
YORK
YO1 0GT

Phone: 01904 234737

If the seller is not a member of STAR:

Contact your local Trading Standard office. You can find this through the Trading Standards Institute website https://www.tradingstandards.uk/consumers#postcodesearchform

 

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Jonathan Brown
Secretary
Society of Ticket Agents and Retailers
PO Box 43
LONDON
WC2H 7LD
Phone: +44 844 879 4272
Fax: +44 7970 605448
e-mail: [email protected]
website: www.star.org.uk

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