*Complaints Procedure

As a company we pride ourselves on giving the best service possible to customers while using our service. For us to keep on top of this we need to be informed of any issues you may have faced while using our services. If we have not met your satisfaction criteria then please do not hesitate to contact us through telephone or email.

This document outlines our complaints procedure and guides you step by step on how to follow through with a complaint.

Please Let Us Know When

  • You are not satisfied that standard.

  • You have not received a service you think you should have.

  • You feel that you have not been treated politely and with respect.
  • The quickest way to get the problem sorted out is by explaining it to our employees at the point of service.

  • Telephone our City Tours Belfast Customer Services Team informing them that you want to make a complaint. Our telephone lines are open seven days a week from 8am to 6pm on 02890 321912

  • Email your complaint to Message us here.
  • If you make a complaint, the relevant Department will contact you within 14 working days of us receiving your complaint. If, for any reason, your complaint is going to take longer than 14 days to resolve out you should get an explanation for the delay and a new target date by which you should get a response in full.

  • If the first response is not satisfactory, you can write directly to the City Tours Belfast Management who will review our response and investigate the complaint further. You will receive another response within 14 working days from when we receive your letter. If, for any reason, your complaint is going to take longer than 14 days to sort out you should get an explanation for the for the delay and a new target date by which you should get a full response from us.

  • If the second response is not satisfactory, you can then write to the Directors. They will look into your case and make a detailed investigation. Again you will receive a response within 14 working days from when we receive the letter. If, for any reason, your complaint is going to take longer than 14 days to resolve out you should get an explanation for the delay and a new target date by which you should get a full response from us.

  • If customers are not satisfied with our company's complaints procedure they can escalate the complaint by contacting the consumer council. www.consumercouncil.org.uk