How to tell us something has gone wrong, and what we do next.
Effective date: 19 April 2026 · Showday Tickets LTD · Company No. 17168332
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.
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.
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.
SD-XXXXXX) — or the event name and date if you don't have one;We acknowledge the complaint in writing with a reference number and the name of the person investigating.
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.
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).
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.
Showday 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.
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.)
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.
General support: support@showday.co.uk. Formal complaints and legal notices: legal@showday.co.uk. Data protection matters: privacy@showday.co.uk.