Complaints Policy

Last updated: 25 October 2026

We want every visitor to enjoy Haverfordwest Christmas Light Trail. If something goes wrong, please let us know so we can investigate and try to resolve it fairly.

During your visit

Please speak to a member of staff as soon as possible if you experience a problem. This gives us the best opportunity to help while you are on site.

Urgent safety concerns, injuries and safeguarding matters should be reported immediately.

You can still complain afterwards if you were unable to report the issue during your visit.

How to complain

Email info@pembrokeshirechristmaslightwalk.co.uk, call 01437 558052, or write to:

TC INVESTMENTS PEMBROKESHIRE LTD
Haverfordwest Christmas Light Trail
Lammas Farm
Wolfscastle
Haverfordwest
SA62 5DY

Please provide:

Your name and preferred contact details.

Your booking reference, where applicable.

The date and approximate time of your visit.

A description of what happened.

Any relevant supporting information.

The outcome you would like us to consider.

Do not send full payment-card details or unnecessary sensitive information.

If you need assistance making a complaint, please contact us so we can discuss a suitable arrangement.

Our response times

We aim to acknowledge complaints within three working days and provide a substantive response within ten working days.

Working days mean Monday to Friday, excluding bank holidays.

If more time is needed, we will explain why and give you an expected response date.

How we investigate

We may review booking records, relevant photographs or footage, speak to staff and ask you for additional information.

We will consider the circumstances fairly and explain our findings.

Where appropriate, our response may include an explanation, an apology, improvements to our service, a refund or another remedy.

Refund requests are also considered under our Refund & Cancellation Policy and applicable consumer law.

Further review

If you remain unhappy, reply to our response and explain which points remain unresolved.

Where possible, a senior member of the organising team who was not responsible for the original response will review the matter.

If we cannot resolve the complaint, we will explain our final position and provide information about any applicable independent dispute resolution arrangements, including whether we are obliged or willing to participate.

You may also seek independent advice from Citizens Advice. Nothing in this policy prevents you from exercising your statutory rights or taking legal action.

Privacy

Complaint information is used to investigate concerns, respond to you and improve our services.

Complaint records are normally retained for six years after closure, with longer retention where necessary for a legal obligation, safeguarding matter or legal claim.

Further information is available in our Privacy Policy.