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UK Code of Complaints

Gigs U.K. Ltd. (“Gigs,” “we,” “our,” or “us”) is committed to providing the best customer service. If you are dissatisfied with any aspect of our service, we encourage you to contact us so that we can work to resolve the issue quickly.

This Code is available here, or you can receive a paper copy by contacting us.

How to Make a Complaint

If this is the first time you are reporting the issue, please get in touch with our customer service team. You can contact us via:

  • Online: Contact at support@gigs.com

  • Phone: Call us at +44 20 4600 4498

  • Post: Write to us at 2 Leman Street, London, United Kingdom, E1W 9US

Formal Complaint Process

If our initial response does not resolve the issue, you can make a formal complaint. Please provide the following details:

  • Your full name

  • Your mobile number

  • Your account number

  • A description of the issue and what you would like us to do to resolve it

  • Any additional supporting information

Once we receive your complaint, we’ll confirm receipt and advise of the process for investigation of your complaint, and how long it may take for us to investigate the complaint. Timescales may vary depending on the nature of the complaint.

Once we have completed our investigation into your complaint, we will tell you of the outcome of the investigation into your complaint.

Escalation Process

Once Gigs contacts you with the outcome, you have twenty-eight (28) days to get back to us or we’ll deem the matter resolved and close your complaint. We’ll inform you of this process when we contact you with the outcome of our investigation. If we view your complaint as resolved but you do not agree and inform us that you do not agree with our view, this may lead to a “deadlock” situation where we will either issue you with a deadlock letter or you may request one, to allow you to escalate your complaint to the Centre for Effective Dispute Resolution (CEDR) at no cost to you.

In addition, the Centre for Effective Dispute Resolution (CEDR) can review your complaint if we haven't been able to sort things out within 8 weeks from the date of your complaint. Unless there is a deadlock situation, they won't look at cases that are less than 8 weeks old. Contact them directly at: