Complaints Handling

OVO Arena Wembley is committed to providing a high-quality service and experience to all our guests. We recognise that we may not always provide the high level of service that we would like and welcome the opportunity to consider and respond to any concerns that our guests may have. One of the ways in which we can continue to improve our service is by listening to the views of our guests and by putting any mistakes right.


This policy has three main aims and objectives:

· To prove a user-friendly way for our guests to raise any concerns they have about any services we have provided

· To provide us with a procedure that helps us to respond quickly and efficiently to our guests’ concerns

· To help us monitor our guests’ concerns so that we can understand how we may improve our service to you


Raising a concern in Person

If you have a concern whilst you are at OVO Arena Wembley, please speak to a Security Supervisor, identifiable by wearing a Purple tabard who will endeavour to help, however if in doubt please approach any member of staff, who will then direct you to the right person. Our staff are trained to ensure that all guests’ concerns are dealt with quickly and effectively. Our staff will listen objectively to your concern and, where possible, bring it to a satisfactory conclusion there and then. Serious or complex matters which are unlikely to be resolved by our Security and Stewarding team can be escalated to our Front of House Manager or a senior member of staff, or you may be asked to notify us of your concern in writing.


Notifying us of your concerns in writing

You can notify us of any concerns you may have in relation to OVO Arena Wembley in a number of ways:


By post to:

Customer Services

OVO Arena Wembley

Arena Square

Engineers Way




Or by e mail to:



What will happen next?

1. We will acknowledge your concern within 3 working days of receiving it, enclosing a copy of this policy.

2. We will then investigate your concern. Depending on the nature of the concern, this may involve contacting third parties (for example where your concern relates to a service that has been sub-contracted to another company), or reviewing our CCTV or other evidence.

3. We aim to respond to your concern within 21 working days of the date of acknowledgment at stage 1. In the event that our investigations are still ongoing and it appears unlikely we will be able to respond within our target times, we will inform you of the reason for the delay and provide an estimate of our anticipated response time. We shall keep you informed of progress and respond as soon as possible following conclusion of our investigation.

4. At the end of the 21 working days period (or any extension due to ongoing investigations), we will send a written reply to your concern, including our suggestion for resolving the matter.

5. If you are still not satisfied following receipt of our response letter, please contact us again and we will arrange for a senior manager to review the original decision.

6. We aim to respond to you within 14 working days of receiving your request for a review of the original decision, confirming our final position on your concern and explaining our reasons.


If you are still not satisfied with our response to your concern you may wish to contact your local Citizens Advice Bureau or take independent legal advice.