Understanding Your Rights When Complaining About an Event
When you buy a ticket for an event in the UK – such as a concert, festival, sports match, or theatre performance – you have specific consumer rights that protect you if things go wrong. Understanding these rights can help you know what to expect from ticket sellers and event organisers, and what you can do if the event doesn’t go as planned.
Your Rights as a Ticket Buyer
Your rights when buying event tickets are mainly protected under the Consumer Rights Act 2015 (Consumer Rights Act 2015 – Which? – Which.co.uk). This law covers most purchases of goods and services, including tickets for events. It means that what you buy should match the description given, be fit for purpose, and provided with reasonable care and skill.
When you buy a ticket, you enter into a contract with the ticket seller or event organiser. They must deliver what they promised, whether that’s entry to a show, a particular seat, or access to certain facilities.
What You Should Expect
Accurate Information: The event should take place as advertised, at the stated time and location, with the acts or teams promised.
Valid Tickets: Your ticket must grant you entry as described. If you buy from an official seller, your ticket should be genuine and accepted at the event.
Clear Terms and Conditions: Any restrictions (such as age limits or refund policies) should be clearly explained before you buy.
When Are You Entitled to a Refund or Compensation?
You may be entitled to a refund or compensation in several situations:
Event Cancellation: If the event is cancelled, you usually have the right to a full refund of the ticket price. Sometimes booking or delivery fees may not be refunded, depending on the seller’s terms.
Significant Changes: If there’s a major change – like a different headline act, a new venue, or a rescheduled date – you may have the right to a refund, especially if the change means the event is not what you originally paid for.
Event Not as Described: If promises about the event are not met (for example, you paid for a VIP experience that wasn’t provided), you may be able to claim compensation or a partial refund.
It’s important to check the terms and conditions attached to your ticket, as these can affect your rights. However, any terms that unfairly limit your rights may not be legally binding under the Consumer Rights Act 2015.
Common Reasons for Complaints
Some of the most frequent reasons people complain about events include:
Cancellations due to unforeseen circumstances, such as weather, illness, or organisational issues.
Changes to the event, like a different performer, a change of venue, or date.
Unmet promises, such as poor facilities, restricted views, or missing features that were advertised.
Problems with tickets, including non-delivery, invalid tickets, or issues at the entrance.
If you experience any of these problems, you have the right to complain and seek a solution. Start by contacting the ticket seller or event organiser directly, explaining the issue and what outcome you’d like. If they don’t resolve your complaint, you may be able to escalate the matter further.
For more information about your rights and how to take action, see our main page on events and tickets. This provides detailed guidance on making complaints, seeking refunds, and what to do if you’re not satisfied with the response.
When Can You Complain About an Event?
When Can You Complain About an Event?
You have the right to complain about an event you’ve bought tickets for if things don’t go as promised. UK consumer law, including the Consumer Rights Act 2015, protects you when an event is cancelled, significantly changed, or doesn’t meet reasonable expectations. Here’s what counts as a valid reason to complain and what the law says about your rights.
Event Cancellation
If the event is cancelled by the organiser, you are usually entitled to a full refund of the ticket price. This applies whether the cancellation is due to unforeseen circumstances, such as bad weather, or decisions made by the organiser. The law recognises that you paid for a specific service, and if it isn’t provided, you should not be left out of pocket.
Practical tip: Always check the terms and conditions on your ticket or booking confirmation. Some may outline the process for refunds, but these cannot override your basic legal rights.
Significant Changes to the Event
A “significant change” is any alteration to the event that makes it substantially different from what you agreed to when you bought your ticket. This could include:
A major change of venue (for example, moving from a large stadium to a much smaller venue)
A change to the headline act or main performer
A substantial change in the date or time of the event
Under the Consumer Rights Act 2015, this may be considered a breach of contract. If the event is not delivered as described, you may have the right to a refund or compensation.
Example: If you bought tickets to see a particular band, and they are replaced with a different act without your agreement, this is likely a significant change.
Poor Event Quality
You can also complain if the event is not delivered to a reasonable standard. The law says that services must be provided with “reasonable care and skill.” If the event is poorly organised, overcrowded, or fails to meet the description given at the time of purchase, you may have grounds to seek compensation or a partial refund.
Common issues include:
Overcrowding or unsafe conditions
Facilities (like toilets or seating) not being as advertised
Technical problems that spoil the experience
Delays and Rescheduling
If the event is rescheduled to a different date or time, your rights depend on how significant the change is and whether you can still attend. If you can’t make the new date, you should be offered a refund. If the delay is minor (for example, the start time is pushed back by an hour), the organiser may not be required to offer compensation, unless this causes you significant inconvenience.
Key point: If the new date or time does not suit you, you do not have to accept it. You can usually request a refund, as you bought tickets for a specific date.
Summary
You can complain about an event if it is cancelled, significantly changed, or fails to meet reasonable standards. The key laws, especially the Consumer Rights Act 2015, are there to make sure you are treated fairly. Always keep your tickets, receipts, and any communication with the organiser, as these will help support your complaint if you need to take it further.
How to Make a Complaint About an Event
Before you make a complaint about an event, it’s important to follow a few key steps to give yourself the best chance of resolving the issue quickly and effectively.
1. Check the Terms and Conditions
Start by reviewing the terms and conditions you agreed to when you bought your tickets. These often outline what you’re entitled to if the event is cancelled, rescheduled, or significantly changed. Look for details about refunds, exchanges, or compensation. Knowing your rights under these terms will help you make a stronger case when you complain.
2. Gather Evidence
Collect any evidence that supports your complaint. This could include:
Your ticket confirmation and receipt
Emails or messages from the organiser or ticket seller
Screenshots of event details or promises made (such as line-ups or start times)
Photos or videos from the event, if relevant (for example, if facilities were not as described)
Having clear evidence can make it easier to prove your case if there’s any dispute about what happened.
3. Contact the Event Organiser or Ticket Seller
Once you’ve checked your rights and gathered evidence, contact the event organiser or the company you bought your tickets from. Most companies have a formal complaints process, which you can usually find on their website or in your booking confirmation.
When making your complaint:
Be clear and concise about what went wrong
Explain how the event did not meet what was promised (for example, if it was cancelled, changed at short notice, or failed to deliver what was advertised)
State what outcome you want (such as a refund, replacement tickets, or compensation)
Attach copies of your evidence
It’s best to put your complaint in writing (by email or through an online form), so you have a record of what you said and when.
4. Include the Right Information
To help the organiser deal with your complaint quickly, include:
Your full name and contact details
Your booking reference or ticket number
Details of the event (name, date, and venue)
A clear description of the issue
Copies of any relevant evidence
5. Be Aware of Time Limits
There are often time limits for making complaints or claiming refunds. Check the terms and conditions for any deadlines. Even if there’s no specific time frame mentioned, it’s best to raise your complaint as soon as possible after the problem occurs. If you leave it too long, you may lose your right to a refund or compensation.
If you’re unsure about your next steps or want more advice on how to complain about an event, you can find further guidance on how to approach the process and what to do if the organiser doesn’t resolve your issue. Taking prompt action and keeping records of all communication will help you protect your consumer rights.
Getting a Refund or Compensation
Getting a Refund or Compensation
If something goes wrong with an event you’ve bought tickets for – such as cancellation, major changes, or the event not meeting what was promised – you may be entitled to a refund or compensation. Understanding your rights and what steps to take can help you resolve the issue more effectively.
When Can You Ask for a Refund or Compensation?
You can usually ask for a refund if:
The event is cancelled: If the organiser cancels the event, you are generally entitled to a full refund for your ticket. This applies whether the cancellation is due to unforeseen circumstances, such as weather, or the organiser’s own decision.
The event is significantly changed: If the date, time, location, or headline act changes and you no longer wish to attend, you may have the right to a refund. Minor changes, like a small change in the running order, may not qualify.
The event is not as described: If the event doesn’t match what was advertised – such as missing performers, reduced access, or lower quality than promised – you may be entitled to compensation, a partial refund, or another remedy.
Your rights are protected under the Consumer Rights Act 2015, which states that services (including events) must be provided with reasonable care and skill, and as described.
How Do Refunds Work If the Event Is Cancelled or Changed?
Most ticket sellers and event organisers have their own refund policies, but these must comply with the law. If the event is cancelled, you should normally receive a full refund of the ticket price. This may not include booking or delivery fees unless stated in the terms and conditions.
If the event is rescheduled or significantly changed, you should be offered the option to attend the new event or get a refund. Always check the terms and conditions on your ticket or the organiser’s website for specific details.
For more step-by-step guidance, see our page on getting a refund on an event ticket.
Refunds vs Compensation: What’s the Difference?
Refunds are when you get your money back for the ticket because you did not receive what you paid for – for example, if the event is cancelled or you cannot attend due to a major change.
Compensation may be offered if you attended the event but it fell short of what was promised. This could include partial refunds or vouchers if, for example, a headline act was replaced last-minute or facilities were not as advertised.
Compensation is not guaranteed and depends on the circumstances and the organiser’s policies. You can make a case if you feel the event did not meet reasonable expectations.
What If the Organiser Refuses Your Refund or Compensation Request?
If the organiser or ticket seller refuses your request, you should:
Check the terms and conditions to confirm your rights.
Contact the organiser in writing (email or letter), clearly stating your complaint and what you want (refund, compensation, or both).
Provide evidence such as your ticket, receipts, and any correspondence.
If you’re unable to resolve the issue directly, you can escalate your complaint. Consider contacting your bank or credit card provider if you paid by card, as you may be able to claim under chargeback or Section 75 of the Consumer Credit Act 1974 for larger purchases.
For a detailed guide on the process, including template letters and further steps, visit our page on getting a refund on an event ticket.
Remember, you have legal rights when an event doesn’t go as planned. Taking prompt action and knowing the difference between refunds and compensation can help you get the outcome you deserve.
What if You Bought Tickets from an Illegal Website?
Buying tickets from illegal or unauthorised websites comes with significant risks. These sites often sell fake, duplicate, or invalid tickets, and you may end up paying much more than the face value. In some cases, you might not receive any tickets at all, or find out at the venue that your tickets are not valid for entry. Unlike authorised sellers, illegal websites do not offer the same consumer protections, making it much harder to get a refund or compensation if things go wrong.
If you have bought tickets from an illegal website, your consumer rights are limited. UK law, including the Consumer Rights Act 2015, generally protects you when buying from legitimate businesses, but these protections are much harder to enforce when dealing with unauthorised or fraudulent sellers. You may not be able to claim a refund or compensation through the usual channels, and the event organiser is not obliged to honour tickets bought from illegal sources.
If you suspect your tickets are fake or invalid, act quickly:
Contact your bank or credit card provider as soon as possible. They may be able to help you recover your money through a chargeback or Section 75 claim if you paid by credit card.
Keep all evidence of your purchase, such as emails, receipts, and screenshots of the website.
Inform the event organiser about your situation. While they are not required to help, they may offer advice or confirm whether your tickets are genuine.
Reporting illegal ticketing websites is important to help protect others. You can find more information on how to identify and report illegal ticketing websites, including steps you can take if you have already made a purchase.
To avoid these issues in the future, always buy tickets from official sources or authorised resellers. This ensures you are protected by UK consumer law and have better options if something goes wrong with your booking.
Protecting Yourself When Buying Event Tickets
When buying tickets for an event, taking a few simple precautions can help protect you from scams and reduce the risk of problems later. Many complaints about events stem from issues with ticket purchases, such as receiving fake tickets, being overcharged, or not getting tickets at all. Here’s how you can protect yourself and avoid disappointment.
Buy from Authorised Sellers
Always purchase tickets from authorised sellers or the official event organiser. Look for tickets sold directly through the venue, reputable ticket agencies, or well-known retail partners. Avoid buying from unofficial sources, such as social media, online marketplaces, or individuals you don’t know. If you buy from an unauthorised seller, you may have little or no protection if things go wrong.
Spotting and Avoiding Ticket Scams
Fraudsters often create convincing websites or adverts that look like genuine ticket sellers. Before making a purchase, take time to spot and avoid online ticket scams. Warning signs include prices that seem too good to be true, pressure to buy quickly, or requests for unusual payment methods like bank transfers or cryptocurrency. Always check the website’s contact details, look for secure payment methods, and search for reviews or complaints about the seller.
Safe Online Buying Practices
When buying event tickets safely online, use a credit card if possible. Under Section 75 of the Consumer Credit Act 1974, purchases between £100 and £30,000 made by credit card may be protected if something goes wrong. Debit cards may also offer some protection through chargeback schemes. Avoid paying by cash, direct bank transfer, or payment apps that don’t offer buyer protection.
How Safe Buying Reduces Complaints
By following these safe buying practices, you significantly reduce the chance of ending up with invalid tickets or falling victim to fraud. This means fewer disputes with sellers and less stress if the event is cancelled or changed, as authorised sellers are more likely to offer refunds or exchanges in line with your consumer rights.
Practical Tips
Double-check event details and ticket terms before you buy.
Keep all receipts, emails, and payment confirmations.
If you’re unsure whether a seller is authorised, check the event organiser’s official website for recommended sellers.
Be wary of last-minute offers or sellers claiming to have “spare” tickets.
Taking these steps not only protects your money but also makes it easier to resolve any issues if things don’t go as planned. For more guidance, see our advice on how to spot and avoid online ticket scams and tips for buying event tickets safely online.
What to Do if Your Complaint Isn’t Resolved
If your complaint about an event isn’t resolved by the organiser or ticket seller, you still have options to pursue a fair outcome. Here’s what you can do next.
Try Alternative Dispute Resolution (ADR)
If you’ve reached a deadlock with the event organiser or ticket seller, consider using an Alternative Dispute Resolution (ADR) service. ADR is a way to resolve disputes without going to court. Common types of ADR include mediation and arbitration, where an independent third party helps both sides reach an agreement.
Some ticket sellers and event organisers are members of an ADR scheme. Check their website or your correspondence to see if this is the case. If they are, you can usually submit your complaint to the relevant ADR provider. While ADR isn’t always compulsory, it can be quicker and less stressful than legal action.
Escalate to Consumer Protection Bodies
If ADR isn’t available or doesn’t resolve your complaint, you can contact consumer protection organisations for advice and support. In the UK, bodies like Citizens Advice can guide you on your rights under the Consumer Rights Act 2015, which gives you protection if an event is cancelled, significantly changed, or not as described.
You may also wish to report the organiser or seller to Trading Standards if you believe there has been a breach of consumer law, such as misrepresentation or unfair terms.
Taking Legal Action
If all else fails, you may consider making a claim through the courts. For many ticket disputes, this means using the small claims court. You’ll need to show you’ve tried to resolve the issue directly and provide evidence of your complaint.
Claims might be based on breaches of the Consumer Rights Act 2015, such as not receiving the service you paid for, or the event not matching its description. Before starting legal action, weigh up the costs and time involved, and seek advice if you’re unsure.
Keep Records and Evidence
Whatever route you take, it’s essential to keep thorough records. Save all emails, messages, receipts, and any promotional material for the event. If you spoke to someone on the phone, make a note of the date, time, and what was said. This evidence will support your case whether you use ADR, escalate to a consumer body, or go to court.
For more guidance on your rights and next steps, visit our events and tickets page. Here you’ll find detailed advice on making complaints and what to expect from the process.
Additional Rights and Related Issues
When you complain about an event, your rights and the issues you face can sometimes overlap with other areas – especially if your plans involved travel or if you shared personal information as part of the booking or complaint process. Understanding these related issues can help you protect your interests and make sure your complaint is handled properly.
Complaints Linked to Travel and Holidays
If you booked travel or accommodation as part of attending an event – such as trains, flights, hotels, or package holidays – you may have additional rights if those plans are disrupted due to changes or cancellations to the event itself. For example, if an event is cancelled and you can no longer use your train ticket or hotel booking, you might be entitled to a refund or compensation from the travel provider, depending on their terms and the reason for cancellation.
UK law provides specific protections for consumers in the travel and holiday sector. If your travel was part of a package (such as a ticket and hotel bundle), you may have rights under the Package Travel and Linked Travel Arrangements Regulations 2018. If you booked travel separately, your rights will depend on the provider’s terms and consumer protection laws.
For detailed information on your rights when travel or holidays are cancelled – and what compensation you may be entitled to – see our guide on travel and holidays cancellations and compensation.
Data Protection and Privacy When Making Complaints
When you make a complaint about an event, you’ll usually need to share some personal information – such as your name, contact details, and details of your booking. The event organiser or ticket seller is legally required to handle your personal data in line with UK data protection laws, including the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).
This means your information should only be used for the purpose of handling your complaint, and it should be kept secure and not shared unnecessarily. If you’re asked for information that seems excessive or unrelated to your complaint, you have the right to question why it’s needed.
For more on how your personal data should be handled, and your rights to privacy in complaint situations, read about employee privacy and data protection – many of the same principles apply to consumers making complaints.
Practical Tips
Keep records: Save copies of all communication with event organisers, travel providers, and anyone else involved.
Check terms and conditions: Review the cancellation and refund policies for both your event and any related travel bookings.
Raise concerns about data use: If you’re worried about how your information is being handled, you can ask the organiser for details of their privacy policy or make a complaint to the Information Commissioner’s Office (ICO).
Understanding these additional rights and related issues can help ensure you’re fully protected, whether your complaint is about the event itself, associated travel, or the handling of your personal data.
