At Wildkind, we’re all about building honest and balanced relationships with our customers- that’s at the heart of our customer service philosophy.
We genuinely care about providing the best possible experiences, and nothing dampens our spirits more than an unhappy camper. That’s why our complaints policy is designed to ensure everyone is treated with fairness, respect and accountability. We’re committed to listening, learning and continuously improving, so if something isn’t quite as expected, we want to hear about it.
We’ll always do our best to make things right, whilst balancing customer expectations with our carefully considered company policies. We just want you to have a great adventure with us!
Our Commitment
Listening to every concern with empathy, respect, and professionalism
Acknowledging customer feedback and working towards a fair and practical solution
Being clear and upfront about our products and policies, so there are no surprises
Finding the right balance between customer needs and what’s right for the business, ensuring a positive experience for everyone
Regularly fine-tuning our approach to handling complaints and learning from feedback, so we can turn challenges into improvements and keep customer happiness growing.
Customer Responsibility
We kindly ask our customers to:
Review product descriptions, policies and our terms and conditions before purchasing
Provide clear, accurate and detailed information when raising a complaint
Communicate concerns respectfully within a timely manner
Approach our complaints process with an open mind, as we work together toward a fair outcome
Treat our team with kindness and respect- we’re here to help and always strive to resolve issues in the best way possible.
Complaints Procedure
Step 1- Raising a complaint
Although we never want our customers to be unhappy, if something hasn’t gone quite right and you’d like to make a complaint, please get in touch. We’re here to listen and work with you to find a solution.
You can contact our customer service team through:
Email: office@wildkind.co.uk (please include ‘Complaint’ in the subject line).
Online Form: https://wildkind.co.uk/contact/complaints/
When submitting a complaint, please provide:
Order Number (found in your confirmation email—if you can’t find it, just let us know, and we’ll be happy to help!).
A clear and detailed description of what’s happened.
Any supporting evidence (e.g., photographs, past correspondence).
Your preferred resolution (what you feel would be a fair way to resolve the issue).
We truly appreciate the opportunity to make things right and will do our best to resolve your concern as quickly as possible.
Step 2- Acknowledgement
We will acknowledge all complaints within 2 working days and provide an initial response detailing our intended next steps.
Step 3- Investigation & Resolution
Our team will assess the complaint based on the information provided, our policies with the aim to be as fair to both customer and the business.
At this stage, we may request further information or clarification to facilitate resolution
A proposed resolution will be communicated within 7 working days
Potential resolutions may include:
A sincere apology and a promise to improve if we’ve made a mistake—we always want to do better.
Swapping your ticket to a future event, if eligible under our policies.
Credit towards a future event, so you don’t miss out on the fun.
A refund in rare cases but only where it meets the criteria
Guidance on other options, such as reselling or transferring your ticket
A clear and honest explanation if we’re unable to uphold the complaint, ensuring full transparency.
Step 4- Escalation (if required)
If you're not happy with the proposed resolution, you’re welcome to escalate your complaint by:
Requesting a further review.
Providing any additional supporting information that may help us reassess the situation.
We’ll review escalated complaints within 5 working days and provide a final response after that. Please note that without any new information, it’s unlikely the outcome will change—but we’re always happy to take another look to ensure we’ve been as fair as possible.
Step 5- Final Decision
Once we’ve reached a final decision, we’ll make sure to communicate it clearly with you. While we always strive for a solution that works for everyone, we also need to uphold our policies and stay true to our business values to ensure a fair and balanced outcome.
Continuous Improvement
We view complaints as an opportunity to improve our services.
When feedback highlights potential policy issues, we take it seriously. We regularly review complaints with the rest of our team to see where we can make improvements and prevent similar issues in the future.
Behind the scenes, we have systems in place to track and evaluate how complaints are handled. This helps us continuously improve, reduce negative experiences, and keep customer satisfaction on the rise.
To ensure fairness and efficiency, we:
Regularly review policies that generate frequent complaints and assess how they impact customer experience.
Work closely as a team to make informed changes that improve customer experience while staying true to our business values.
Note: While we always look for ways to improve, not all policies can be changed, but we’ll always be transparent about why they’re in place.