How do I make a formal complaint?

If you have an issue that hasn't been resolved through normal support, or if you want to formally register a complaint, this article explains what to do.

Step 1 — Raise it through the app

Describe your complaint clearly, including what the issue is, what you have already tried, and what outcome you are looking for. You will receive an acknowledgement and a reference number.

If your complaint isn't resolved

Your rights and the escalation process depend on where you are based. Rather than summarise them here — where they could go out of date — please refer to the authoritative pages:

• UK customers: Gigs UK Code of Complaints
• All regions: Gigs End User Service Agreement and Region Specific Terms

This article doesn't cover:

Cancellation policy →Cancellation, cooling-off, and refund policy