In the first instance, any complaint should be addressed to the company you bought your tickets from.
Please use this form if the event has not yet taken place, you have already contacted the ticket seller and are either unhappy with the response offered or have received no response, or are unable to contact the seller.
Please use this form to make a complaint about a STAR member to be considered under STAR's Alternative Dispute Resolution(ADR) procedure. Wherever possible, we will consider urgent and time sensitive cases (where the event is due to take place) for early resolution. Full details of the procedure can be downloaded as a PDF HERE.
STAR may ask you to provide copies of correspondence to help any investigation into your complaint, but you cannot attach any e-mails or other correspondence to this form; we will ask you if we need to see anything and you can submit those things electronically, if possible.
We can only help with complaints against STAR members. Please check that the company is a member before submitting your complaint by using the search facility by clicking here.
More specifically, the following companies are not currently members of STAR and we cannot therefore help with complaints against them:
To enter a complaint in the ADR process, you must have first fully exhausted the STAR member’s own internal complaints procedure and received their final decision on the complaint before the matter can be referred to STAR.
STAR cannot accept complaints where court proceedings have already commenced or that are being or have been considered by another ADR body.
STAR can only accept complaints in English and all responses will be provided in English.
STAR is able to accept complaints regarding its members originating in the UK or from any other country.
The service is free of charge to the complainant.
STAR does not, within this ADR process, have any jurisdiction to award compensation payments.
Any outcome of the ADR procedure is not legally binding and does not prevent a consumer seeking redress through the courts.