Borough Market aims to provide reliable and consistent service at all times.  If, however, you are unhappy with the service we have given you, this procedure will tell you how you can get in touch with us and how we will deal with your complaint or issue.  

The emphasis in this Complaints Procedure is on informality, with the objective being to solve problems quickly, simply and fairly.  It is hoped that the great majority of issues can be settled amicably at Stage 1, and that complaints will only exceptionally reach Stage 2.

Stage 1

How  to complain

You can make a complaint by emailing info@boroughmarket.org.uk . Alternatively you can write to:

Borough Market Public Relations, 8 Southwark Street, London SE1 1TL

Please provide us with full details of your complaint along with your full contact details and preferred method of contact.

If we require further information we will notify you using your preferred method of contact.

Please be aware that anonymous complaints will not be investigated.

How we will respond

We aim to resolve your complaint as soon as possible. Some issues may be complex and require investigation and this make take some time. We will contact you by letter or e-mail to confirm that we have received your complaint and aim to provide a full response within 15 days. If this is not possible, we will always keep you informed by telephone or in writing.

In the unlikely event that you are still not happy with the response you have received, your complaint will be escalated to Stage 2.

Stage 2

Escalation of complaint

If the unlikely event that you are unhappy with the Stage 1 response received, your complaint will escalated to the Managing Director, who will review the handling of your complaint in full.

The Managing Director will aim to provide a full response within 20 working days. If this is not possible, we will always keep you informed by telephone or in writing.