Visitor Feedback Handling Policy

As a venue we aim to offer the best possible service and we actively encourage feedback on our venue from our visitors. It’s only by listening to this feedback that we can find out how well we’re doing. If you would like to compliment us on any aspect of our service, we would be delighted to hear from you. If you have a suggestion for how we could do things better, again, let us know. There may be occasions when you are not happy with the service that you have received. If this is the case, we would like to know about it as soon as possible. The following information outlines how you can contact us and what procedures we will follow to respond to what you are telling us.

How can you contact us and how will we respond?

Please contact us using any of the following methods:

In person please contact any member of NEC Group staff. In particular during exhibition open hours, our team within the Visitor and Business Centres will be happy to help you. The Visitor and Business Centres are located next to Hall 5 and Hall 9.

Our Team will aim as far as possible to assist you there and then. If your feedback is a compliment or a suggestion, the team will take down details of this to pass on to our Sales and Customer Support Team. Receipt of your feedback will be acknowledged within 10 working days and will explain to you how your compliment or suggestion will be dealt with.

If your feedback is a complaint which, despite our best efforts, cannot be dealt with there and then, the team will take down the details on a feedback form, give you a copy of this form and will forward it to our Sales and Customer Support Team. Your complaint will be investigated and we will respond to you within 10 working days. If a full response cannot be achieved during this time, this will be explained to you in the response and a course of action will be outlined.

By email, please contact us at feedback@necgroup.co.uk.

Each email received will be automatically acknowledged and we will respond to you within 10 working days. If a full response cannot be achieved during this time, this will be explained to you and a course of action will be outlined.

By post, please write to us at: Sales and Customer Support, The NEC, Birmingham B40 1NT.

In addition, customer comment cards are available from the venue. These can be posted back to us free of charge or can be handed in to a member of staff.

We will respond to you within 10 working days. If a full response cannot be achieved during this time, this will be explained to you and a course of action will be outlined.

By telephone, please contact us at 0121 780 4141.

A member of our Sales and Customer Support Team will take down the details of your experience and will then investigate your comments.

We will respond to you within 10 working days. If a full response cannot be achieved during this time, this will be explained to you and a course of action will be outlined.

When you contact us, please do provide us with as much information as possible, including which event you attended and when, as well as your name, address and contact telephone number. Please be assured that we will not pass your personal details onto any third party.

What should you do if you are not happy with our response and what action will we take?

If you are not happy with our response, you can ask us to review it. On receipt of your review request we will review the initial response and will contact you again within 10 working days.

What should you do if you are not happy with the review and what action will we take?

If you are not happy with our review, then you should write to our Chief Executive at the following address:

Chief Executive
The NEC Group
Birmingham
B40 1NT

Our Chief Executive will respond to you within 28 working days of receipt.

Blogs

We have a dedicated visitor experience team at The NEC Group who expertly manage all comments which come directly into us via a variety of channels.

We will deal directly with all comments, compliments and complaints received through this website, the phone or by letter.

We do not respond to internet community sites where there is a charge for doing so. The NEC Group delivers an economic impact to the region of £2bn and 29,000 jobs and we have a responsibility to manage our resources effectively.

Please note that we may pass details of your feedback on to event organisers/promoters where necessary, to ensure that your feedback is properly dealt with. If you do not wish us to do this, please let us know.