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United Kingdom Travel Advisory

Travel advisory september 6, 2024, united kingdom - level 2: exercise increased caution.

Reissued after periodic review with minor edits.

Exercise increased caution in the United Kingdom due to terrorism.

Country Summary:  Terrorist groups continue plotting possible attacks in the United Kingdom. Terrorists may attack with little or no warning, targeting tourist locations, transportation hubs, markets/shopping malls, local government facilities, hotels, clubs, restaurants, places of worship, parks, major sporting and cultural events, educational institutions, airports, and other public areas.

There is also a risk of isolated violence by dissident groups in Northern Ireland, focused primarily on police and military targets.

Read the  country information page  for additional information on travel to the United Kingdom.

If you decide to travel to the United Kingdom:

• Be aware of your surroundings when traveling to tourist locations and crowded public venues.
• Follow the instructions of local authorities.
• Check local media for breaking events and adjust your plans based on new information.
• Enroll in the  Smart Traveler Enrollment Program  ( STEP ) to receive Alerts and make it easier to locate you in an emergency.
• Follow the Department of State on  Facebook  and X/Twitter
• Review the  Country Security Report  for the United Kingdom.
• Visit the CDC page for the latest  Travel Health Information  related to your travel and return to the United States.
• Prepare a contingency plan for emergency situations. Review the  Traveler’s Checklist .

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10 Great Reasons to Visit the United Kingdom

The United Kingdom is a great place to visit. In fact, England, Scotland, Wales and the Offshore Islands all offer great vacation and holiday destinations with something for everyone—singles, couples, and families .

Whether you plan to cross an ocean, take a cross-country train trip or simply drive down the motorway for your next trip holiday, here are some good reasons to visit England and the rest of the UK.

Great Views and Terrific Scenery

The forces of nature—of wind, seas, and ice—have combined to give this relatively small, island kingdom an amazing variety of landscapes—all within reasonably short distances of each other. No one in the UK is ever more than two hours from the sea. There are mountains and ranges of majestic hills, rolling farmlands, wild heaths and moors, exquisite lakes and lochs and gentle, lovely valleys and streams. Start with some of these:

• The Lake District
• The Most Beautiful Beaches of England and Wales
• The Jurassic Coast
• A Quick Guide to Orkney
• Glencoe—Scotlands Most Romantic Glen
• Mount Snowdon and Snowdonia National Park

Urban Adventures in Great Cities and Towns

Everybody knows that London is one of the world's great cities, but it's just the tip of the iceberg. The UK's cities and towns have a lot to offer visitors—from the hip, indie scene of Manchester to the amazing Balti food of Birmingham, from the dreaming spires of Oxford and medieval passageways of York to the lively art scenes of Glasgow. Edinburgh Castle looks down on the vibrant capital of Scotland and Liverpool rides a tide of history beside the Mersey. Check out these cities and towns:

• Edinburgh Travel Guide
• Liverpool Travel Guide
• Birmingham  
• Manchester Travel Guide
• An Oxford Walk
• Finding Medieval York
• Top UK 20 Cities to Visit

The Multi-Layered Great British History

From the prehistoric Britons, Gaels, Celts, and Picts through Vikings, Romans, and Normans, wave after wave of conquerors and migrants have shaped the United Kingdom—and most have left fascinating traces for visitors to explore. Consider these for starters:

• Stonehenge as You've Never Seen it Before
• Heart of Neolithic Orkney UNESCO World Heritage Site
• The Castles of William the Conqueror
• Roman Ruins in Britain
• Top UK Stone Circles and Ancient Sites

The Great British Pub

The best British pubs are more than places to eat and drink; they are landmarks of continuity that have existed in the same spot for hundreds of years. Their names tell stories, often linked to local history, outlaws, wars, and customs. Their architecture—whether half-timbered, thatch-roofed or built of brick—adds to the character of their villages. But not all pubs are equal and some are, frankly, dreadful if you aren't a local.

Find out how to pick a pub that suits you , then check out a few that we've liked:

• The Turf Tavern
• Ten Recommended Pubs for Christmas Lunch
• An Easy Walk to the Five Horseshoes

Great World Class Festivals and Events

Some of the world's greatest set piece events draw visitors to the UK year after year. In England, just about everything stops for a fortnight for Wimbledon , tennis's biggest grand slam tournament. Up in Scotland, everything seems on the go, 24/7, for the whole month of August, as thousands reel from one event to another during the Edinburgh Festivals, the world's biggest performing arts party. And there are more:

• Wimbledon Fortnight
• The Edinburgh Festivals
• Royal Ascot
• The Glastonbury Festival
• The Chelsea Flower Show
• The Henley Regatta
• The Grand National

Great Traditions and Eccentricities

The British are masters of the weird and wacky. From cheese rolling in Gloucestershire and fireball whirling in Scotland to Morris Men dancing and banging sticks, or hobby horses terrorizing villages on May Day, there are wonderfully eccentric traditions all over the British Isles. Most have origins lost in antiquity. No one cares how they got going—the point is to have a good time:

• The Olney Pancake Race
• The Fire Festivals of Scotland

Great Storybook Architecture

Thatched cottages, fairytale castles , soaring cathedrals , stately mansions—the UK has them all. The half-timbered streets of Chester look like something out of Disney—but they are real and they are really old. So much of what gives the UK its unique appeal for visitors is the look of its heritage buildings—the stuff of dream and story:

• The Romantic Castle Hotels of England, Scotland, and Wales
• Anne Hathaway's Cottage
• Windsor Castle
• York Minster
• Longleat House
• Waddesdon Manor
• Top 10 Stately Homes in England

The Rise of the Great British Chefs

In the space of a few decades, Britain has shaken off its dire food reputation and become a center of fine dining. London actually rivals Paris and outclasses New York for Michelin stars. And the rest of the UK is not far behind. Television "cheffing" has turned the best chefs around the country into mega-celebrities. They've created a demand for superb dining and inspired even more talented chefs to open cafes, bistros, and restaurants around the country.​

These are just a few:

• Tom Kerridge's Hand and Flowers in Marlow
• The Roux Family at the Waterside Inn
• 8 Celeb Chefs Worth Leaving London For
• The Sportsman in Seasalter near Whitstable
• The Feathered Nest in the Cotswolds

The World's Greatest Gardens and Gardeners

From as early as the 17th century, the gentlemen—and lady—horticulturalists of the British Empire explored exotic locales to bring back unusual plant specimens. A traditional interest in plants, the UK's relatively mild climate, an early taste for landscapes as works of art and the fortuitous genius of ​18th-century landscape gardener Lancelot "Capability" Brown have produced an abundant bouquet of beautiful and fascinating gardens all over Britain. 

• The Best Gardens to Visit in England
• RHS Wisley Garden
• Fountains Abbey and Studley Royal Water Garden
• The Glorious Gardens of Argyll and Bute
• Bodnant Garden
• Powys Castle and Garden
• Blenheim Park and Gardens

The Great British Royals

The power of the Royal Family is mostly symbolic these days but it is certainly impossible to forget that the United Kingdom is a monarchy—it's part of the name for heaven's sake. Love them or loathe them—and in Britain, you get both opinions, sometimes uttered in the same sentence—they are woven into the fabric of life. Their comings and goings, their homes and the events they traditionally attend are a fine spectacle for visitors and natives alike. When you visit the UK, Royal watching is a must.

• Plan a Visit to Balmoral
• Princess Diana's Childhood Home
• Buckingham Palace
• Windsor Great Park

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Travel and tourism in the United Kingdom - statistics & facts

How many tourists visit the uk, travel planning and behavior of british tourists, key insights.

Detailed statistics

Travel and tourism's total contribution to GDP in the UK 2019-2022

Distribution of travel and tourism expenditure in the UK 2019-2022, by type

Travel and tourism's total contribution to employment in the UK 2019-2022

Editor’s Picks Current statistics on this topic

Travel, Tourism & Hospitality

Inbound tourist visits to the UK 2002-2023

Destinations

Leading UK cities for international tourism 2019-2023, by visits

Leading outbound travel destinations from the UK 2019-2023

Further recommended statistics

• Basic Statistic Travel and tourism's total contribution to GDP in the UK 2019-2022
• Basic Statistic Distribution of travel and tourism expenditure in the UK 2019-2022, by type
• Basic Statistic Distribution of travel and tourism expenditure in the UK 2019-2022, by tourist type
• Basic Statistic Travel and tourism's total contribution to employment in the UK 2019-2022
• Premium Statistic Median full-time salary in tourism and hospitality industries in the UK 2023
• Premium Statistic CPI inflation rate of travel and tourism services in the UK 2023

Travel and tourism's total contribution to GDP in the UK 2019-2022

Total contribution of travel and tourism to GDP in the United Kingdom (UK) in 2019 and 2022 (in billion GBP)

Distribution of travel and tourism spending in the United Kingdom (UK) in 2019 and 2022, by type

Distribution of travel and tourism expenditure in the UK 2019-2022, by tourist type

Distribution of travel and tourism spending in the United Kingdom (UK) in 2019 and 2022, by type of tourist

Travel and tourism's total contribution to employment in the UK 2019-2022

Total contribution of travel and tourism to employment in the United Kingdom (UK) in 2019 and 2022 (in million jobs)

Median full-time salary in tourism and hospitality industries in the UK 2023

Median annual gross salary for full-time workers in tourism and hospitality industries in the United Kingdom (UK) in 2023, by industry (in GBP)

CPI inflation rate of travel and tourism services in the UK 2023

Consumer price index (CPI) inflation rate of travel and tourism services in the United Kingdom (UK) from May to December 2023

Inbound tourism

• Basic Statistic Inbound tourist visits to the UK 2002-2023
• Premium Statistic Inbound tourist visits to the UK 2019-2022, by purpose of trip
• Basic Statistic Leading inbound travel markets in the UK 2019-2022, by number of visits
• Premium Statistic Leading inbound travel markets in the UK 2023, by growth in travel demand on Google
• Premium Statistic Number of overnight stays by inbound tourists in the UK 2004-2022
• Premium Statistic International tourist spending in the UK 2004-2024
• Premium Statistic Leading inbound travel markets for the UK 2019-2023, by spending
• Premium Statistic Leading UK cities for international tourism 2019-2023, by visits

Number of overseas resident visits to the United Kingdom from 2002 to 2023, with a forecast for 2024 (in millions)

Inbound tourist visits to the UK 2019-2022, by purpose of trip

Number of overseas resident visits to the United Kingdom (UK) from 2019 to 2022, by purpose of trip (in millions)

Leading inbound travel markets in the UK 2019-2022, by number of visits

Leading inbound travel markets for the United Kingdom (UK) in 2019 and 2022, by number of visits (in 1,000s)

Leading inbound travel markets in the UK 2023, by growth in travel demand on Google

Leading inbound travel markets in the United Kingdom (UK) over the previous 30 and 90 days as of June 2023, ranked by growth in travel demand on Google

Number of overnight stays by inbound tourists in the UK 2004-2022

Number of nights spent by overseas residents in the United Kingdom (UK) from 2004 to 2022 (in millions)

International tourist spending in the UK 2004-2024

Spending of international visitors to the United Kingdom from 2004 to 2022, with a forecast for 2023 and 2024 (in billion GBP)

Leading inbound travel markets for the UK 2019-2023, by spending

Leading inbound travel markets for the United Kingdom from 2019 to 2023, by spending (in million GBP)

Cities and towns in the United Kingdom ranked by international visits from 2019 to 2023 (in 1,000 visits)

Outbound tourism

• Premium Statistic Number of outbound tourist visits from the UK 2007-2023
• Premium Statistic Outbound tourism visits from the UK 2019-2022, by purpose
• Premium Statistic Leading outbound travel destinations from the UK 2019-2023
• Premium Statistic Leading outbound travel markets in the UK 2023, by growth in travel demand on Google
• Premium Statistic Number of outbound overnight stays by UK residents 2011-2023
• Premium Statistic Outbound tourism expenditure in the UK 2007-2023

Number of outbound tourist visits from the UK 2007-2023

Total number of visits abroad from the United Kingdom from 2007 to 2023 (in millions)

Outbound tourism visits from the UK 2019-2022, by purpose

Number of visits abroad from the United Kingdom (UK) from 2019 to 2022, by purpose (in millions)

Leading countries visited by residents of the United Kingdom from 2019 to 2023 (in 1,000 visits)

Leading outbound travel markets in the UK 2023, by growth in travel demand on Google

Leading outbound travel markets in the United Kingdom (UK) over the previous 30 and 90 days as of June 2023, ranked by growth in travel demand on Google

Number of outbound overnight stays by UK residents 2011-2023

Number of overnight stays abroad by residents of the United Kingdom from 2011 to 2023 (in 1,000s)

Outbound tourism expenditure in the UK 2007-2023

Total expenditure on visits abroad from the United Kingdom from 2007 to 2023 (in million GBP)

Domestic tourism

• Premium Statistic Domestic overnight trips in Great Britain 2010-2022
• Premium Statistic Domestic tourism trips in Great Britain 2018-2022, by purpose
• Premium Statistic Number of domestic overnight trips in Great Britain 2023, by destination type
• Premium Statistic Number of tourism day visits in Great Britain 2011-2022
• Premium Statistic Total domestic travel expenditure in Great Britain 2019-2022
• Premium Statistic Domestic overnight tourism spending in Great Britain 2010-2022
• Premium Statistic Expenditure on domestic day trips in Great Britain 2011-2022
• Premium Statistic Average spend on domestic summer holidays in the United Kingdom (UK) 2011-2023

Domestic overnight trips in Great Britain 2010-2022

Number of domestic overnight trips in Great Britain from 2010 to 2022 (in millions)

Domestic tourism trips in Great Britain 2018-2022, by purpose

Number of domestic overnight trips in Great Britain from 2018 to 2022, by purpose (in millions)

Number of domestic overnight trips in Great Britain 2023, by destination type

Number of domestic overnight trips in Great Britain in 2023, by destination type (in millions)

Number of tourism day visits in Great Britain 2011-2022

Number of tourism day visits in Great Britain from 2011 to 2022 (in billions)

Total domestic travel expenditure in Great Britain 2019-2022

Total domestic tourism spending in Great Britain from 2019 to 2022 (in billion GBP)

Domestic overnight tourism spending in Great Britain 2010-2022

Annual domestic overnight tourism spending in Great Britain from 2010 to 2022 (in billion GBP)

Expenditure on domestic day trips in Great Britain 2011-2022

Annual expenditure on domestic tourism day visits in Great Britain from 2011 to 2022 (in billion GBP)

Average spend on domestic summer holidays in the United Kingdom (UK) 2011-2023

Average spend on 'staycation' summer holidays according to Britons in the United Kingdom (UK) from 2011 to 2023 (in GBP)

Accommodation

• Premium Statistic Number of accommodation businesses in the UK 2008-2022
• Premium Statistic Number of accommodation enterprises in the UK 2018-2021, by type
• Premium Statistic Turnover of accommodation businesses in the UK 2008-2022
• Premium Statistic Turnover of accommodation services in the UK 2015-2022, by sector
• Premium Statistic Number of hotel businesses in the UK 2008-2022
• Basic Statistic Most popular hotel brands in the UK Q2 2024
• Premium Statistic Consumer expenditure on accommodation in the UK 2005-2022

Number of accommodation businesses in the UK 2008-2022

Number of enterprises in the accommodation industry in the United Kingdom from 2008 to 2021

Number of accommodation enterprises in the UK 2018-2021, by type

Number of enterprises in the accommodation industry in the United Kingdom from 2018 to 2021, by sector

Turnover of accommodation businesses in the UK 2008-2022

Turnover of accommodation businesses in the United Kingdom from 2008 to 2022 (in million GBP)

Turnover of accommodation services in the UK 2015-2022, by sector

Turnover of accommodation services in the United Kingdom from 2015 to 2022, by type (in million GBP)

Number of hotel businesses in the UK 2008-2022

Number of hotel and similar accommodation businesses in the United Kingdom from 2008 to 2022

Most popular hotel brands in the UK Q2 2024

Most popular hotel brands in the United Kingdom in 2nd quarter of 2024

Consumer expenditure on accommodation in the UK 2005-2022

Consumer spending on accommodation in the United Kingdom (UK) from 2005 to 2022 (in million GBP)

Travel behavior

• Premium Statistic Attitudes towards traveling in the UK 2024
• Premium Statistic Travel frequency for private purposes in the UK 2024
• Premium Statistic Travel frequency for business purposes in the UK 2024
• Premium Statistic Share of Britons taking days of holiday 2019-2023, by number of days
• Premium Statistic Share of Britons who did not take any holiday days 2019-2023, by gender
• Premium Statistic Share of Britons who did not take any holiday days 2019-2023, by age
• Premium Statistic Leading regions for summer staycations in the UK 2024
• Premium Statistic Preferred methods to book the next overseas holiday in the UK October 2022, by age
• Premium Statistic Travel product bookings in the UK 2024
• Premium Statistic Travel product online bookings in the UK 2024

Attitudes towards traveling in the UK 2024

Attitudes towards traveling in the UK as of June 2024

Travel frequency for private purposes in the UK 2024

Travel frequency for private purposes in the UK as of June 2024

Travel frequency for business purposes in the UK 2024

Travel frequency for business purposes in the UK as of June 2024

Share of Britons taking days of holiday 2019-2023, by number of days

Share of individuals taking days of holiday in the United Kingdom from July 2019 to May 2023, by number of days

Share of Britons who did not take any holiday days 2019-2023, by gender

Share of individuals who did not take any days of holiday in the United Kingdom from July 2019 to November 2023, by gender

Share of Britons who did not take any holiday days 2019-2023, by age

Share of individuals who did not take any days of holidays in the United Kingdom (UK) from July 2019 to November 2023, by age

Leading regions for summer staycations in the UK 2024

Leading regions for travelers' next summer staycation in the United Kingdom as of April 2024

Preferred methods to book the next overseas holiday in the UK October 2022, by age

Preferred methods to book the next overseas holiday among individuals in the United Kingdom (UK) as of October 2022, by age group

Travel product bookings in the UK 2024

Travel product bookings in the UK as of June 2024

Travel product online bookings in the UK 2024

Travel product online bookings in the UK as of June 2024

• Premium Statistic Travel & Tourism market revenue in the United Kingdom 2019-2029, by segment
• Premium Statistic Travel & Tourism market revenue growth in the UK 2020-2029, by segment
• Premium Statistic Revenue forecast in selected countries in the Travel & Tourism market in 2024
• Premium Statistic Number of users of package holidays in the UK 2019-2029
• Premium Statistic Number of users of hotels in the UK 2019-2029
• Premium Statistic Number of users of vacation rentals in the UK 2019-2029

Travel & Tourism market revenue in the United Kingdom 2019-2029, by segment

Revenue of the Travel & Tourism market in the United Kingdom from 2019 to 2029, by segment (in billion U.S. dollars)

Travel & Tourism market revenue growth in the UK 2020-2029, by segment

Revenue growth of the travel and tourism market in the United Kingdom (UK) from 2020 to 2029, by segment

Revenue forecast in selected countries in the Travel & Tourism market in 2024

Revenue forecast in selected countries in the Travel & Tourism market in 2024 (in billion U.S. dollars)

Number of users of package holidays in the UK 2019-2029

Number of users of package holidays in the United Kingdom from 2019 to 2029 (in millions)

Number of users of hotels in the UK 2019-2029

Number of users of hotels in the United Kingdom from 2019 to 2029 (in millions)

Number of users of vacation rentals in the UK 2019-2029

Number of users of vacation rentals in the United Kingdom from 2019 to 2029 (in millions)

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Our approach to complaints.

We welcome feedback from you on our activities and how we work. We hope that you never have cause to complain about anything that we do. However, if you feel that your experience interacting with us has fallen below the standard you consider acceptable, this page describes our approach to how you can make a complaint and what you can expect from us.

Making a complaint will not affect, in any way, the level of service you receive from us nor will it affect your chances of working with us in the future.

What is a complaint?

A complaint is an expression of dissatisfaction or disappointment about the standard of service provided by us to you.

What can I complain about?

You can make a complaint about our organisational activity, our services or contact you have had with members of our team.

You can complain if you think that:

• Any of our activities are not being conducted in line with our statutory obligations;
• Information provided on our websites and social media channels is not accurate;
• Events or sales missions organised by us do not reach a satisfactory standard;
• We have not administered a grant application process correctly;
• There is an issue with a service you purchased through the VisitBritain Shop;
• One of our VisitEngland Assessment Schemes properties is not up to the standard stated;
• We have discriminated against you or not treated you fairly;
• We have failed to give you access to information you have a right to request access to, or have given you incorrect advice or information;
• Our organisation might be involved in fraudulent activity.

What can I not complain about?

There are some things we cannot deal with through our complaints handling procedure. We also cannot legally intervene in a dispute to which we are not party.

These include, but are not limited to:

• An issue with a business who is not part of our VisitEngland Assessment Schemes;
• Issues with visas or entry to the UK;
• Problems with transport within the UK;
• Information provided on websites or social media channels that we do not run or own;
• Our decision on a grant funding application if we have followed our decision-making process correctly;
• If you want to comment on any UK Government policy on tourism please contact: Department for Culture, Media & Sport, 100 Parliament Street, London, SW1A 2BQ  
• Email:  [email protected]  Phone: 020 7211 6000

As a general rule you should make a complaint directly to the business or entity that is responsible for the information or provided you this service.

How do I complain?

For general feedback or a complaint about VisitBritain/VisitEngland you can contact us through our  enquiry and feedback form . If your enquiry refers to a product you have purchased from the VisitBritain Shop you can contact the team via their  dedicated enquiry form .

When contacting us please ensure you share the appropriate information so we can identify the issue you are referring to.

When complaining via our online form please tell us:

• Your full name and contact details;
• As much as you can about the complaint; and
• How you want us to resolve the matter.

What happens when I complain?

We aim to acknowledge all responses through our enquiry and feedback form within two working days of being contacted and provide a full response within 28 working days. Please note all complaints relating to purchases from the VisitBritain Shop must be made using the dedicated enquiry form. The below applies for all other complaints.

Process for general complaints and enquiries

We will respond to you via email to acknowledge receipt of your complaint or enquiry. This response will include information on how we will be taking your complaint forward.

Your complaint or enquiry will be processed internally, we will contact the relevant team members to respond and deal with the issue. We will either respond to you directly from our  [email protected]  email or you will hear from a member of our team who is best placed to answer your question or address the specific issue.

Our response might be an explanation and apology and immediate action to resolve the problem, or a response detailing how we have taken your complaint forward.

After we have replied, unless we state we will be taking further action we will consider this issue closed.

Process for complaints about services purchased from the VisitBritain Shop

Our shop team work from Monday to Sunday. They will aim to reply to your email within two working days of receiving it. If you would like to speak to the team they can be reached by calling 0151 805 0395 (between 9am to 5.30pm UK time ~ standard call charges apply).

If you are  requesting compensation  for a service purchased through the VisitBritain Shop the following procedure will be followed:

• We will acknowledge receipt of your email and internally the team will request authority to process compensation from the Head of eCommerce.
• If the compensation is authorised you will be informed via email and will receive the compensation within 30 days into your nominated bank account.  
• If your compensation is not authorised, you will be informed via email with an explanation of why and any other options available to you.
• Other options may include a standard discount on VisitBritain Shop.

If you are  requesting a refund  for a service purchased through the VisitBritain Shop the following procedure will be followed:

• We will acknowledge receipt of your email and internally the team will assess if the refund is granted based on the terms and conditions of the specific product or service purchased.
• If the refund is appropriate under the terms and conditions you will be informed via email and will receive the money back within 5 to 10 working days into your nominated bank account. 
• If your refund is not authorised, you will be informed via email with an explanation of why and any other options available to you.
• Other options may include a standard discount on VisitBritain Shop products

Once we have processed your compensation, refund or replied with a resolution to your complaint we will consider the matter closed.

Process followed for complaints about our VisitEngland Assessment Schemes

The VisitEngland Assessment Scheme is operated on behalf by an appointed supplier. They, on our behalf, respond to complaints directly. Any complaints we receive we share with them directly.

For complaints about properties which are members of the schemes:

• We initially check to see whether the property is a participant in the assessment scheme. If they are a participant in the scheme, we will respond to you to acknowledge receipt of your complaint within two working days and a full response within 28 working days with the further action being taken.
• Your feedback will be passed onto an assessor to determine the most appropriate course of action, including investigation at their next scheduled assessment visit. If they have already had their annual assessment visit and the case is severe, a repeat visit will be arranged. All feedback is noted internally for our records.
• If the complaint is about a property no longer in the scheme, but has been previously and is still displaying VisitEngland signage, we contact the property to request they remove it immediately.
• If the issue is with a property which is not and has never been part of the scheme, you should make a complaint directly to the business responsible for the service.

Process for complaints from VisitEngland Assessment scheme participants

If we receive a complaint from a scheme participant we will respond within the timeframes detailed above. Your complaint or enquiry will be processed internally,

• The relevant team member will deal with the issue and respond to you detailing the resolution or further action being taken.
• If the complaint is regarding an assessment visit and a participant is requesting an appeals’ visit this will be raised with the assessor as well as the Lead Assessor to investigate the issue further.

Once we have responded explaining the actions that are being taken or what we have done to resolve this issue we will consider the matter closed.

Process for complaints on grant funding or the grant-funding process

We aim to acknowledge complaints within two working days of being contacted and provide a full response within 28 working days.

If you have a complaint to make about the way we are managing a live grant we follow the formal dispute mechanism set out by Cabinet Office for grant funding:

• The Parties will use all reasonable endeavours to resolve in good faith any dispute that arises during the term of the grant agreement.
• All disputes and complaints (except for those which relate to the Authority’s right to withhold funds or terminate the grant agreement) shall be referred in the first instance to the Grant Manager and the Project Representative.
• If the dispute cannot be resolved between the Grant Manager and the Project Representative within a maximum of 15 working days, then the matter will be escalated to a formal meeting between the Parties’ Escalation Contacts.
• If you have been unsuccessful with a recent grant application, please refer to your notification letter you received, the letter provides the reasons why you were unsuccessful. If this is not satisfactory please email the team using the relevant email address detailed on the letter to request a direct feedback meeting with us.
• If you are unhappy during the application window, please contact the team via the email address provided in the prospectus for a call with a member of the grant team.

Stage two for all complaints and enquiries

• If you are dissatisfied with the response you receive at stage one, you can take it further by emailing  [email protected] .
• You must do this within four weeks of receiving our response to stage one. Within five working days of receiving your complaint we will contact you to say that we have received it.

In most cases, you will receive a reply within 15 working days. If we cannot give a full reply in this time, we will tell you why and when you are likely to receive it.

Your personal information

All personal information will be treated in line with our responsibilities under current data protection legislation. We will do our best to keep all complaints confidential. However, we may need to release limited information so we can investigate the issues you have raised.

Under the Freedom of Information Act, we may also have to release certain information if we are asked for it. You can get information on the Freedom of Information Act from the Information Commissioner’s Office. Its contact details are:

Information Commissioner’s Office:

Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Email:  [email protected] 

Phone: 0303 123 1113

Website:  www.ico.org.uk

Or access its live chat service  

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