Effective: June 2026
We take all complaints seriously and are committed to resolving them fairly and promptly.
A complaint is any expression of dissatisfaction with our service — whether about the booking process, a supplier’s performance, an invoice or payment issue, our communication, or anything else connected with your experience of Music With Temmykeys.
For cancellation and refund disputes specifically, please also see our Cancellation & Refund Policy.
Most issues can be resolved quickly by getting in touch with us directly. Please email:
Subject line: Complaint — [your booking reference]
Please include the following information in your email:
Acknowledgement — Within 2 working days
We will acknowledge receipt of your complaint and provide a named contact for your case.
Investigation — Within 7 working days
We will investigate your complaint, which may involve speaking with the supplier or reviewing booking records.
Full response — Within 14 working days
We will provide a full written response setting out our findings and any action we propose to take.
If your complaint is particularly complex and requires more time, we will let you know and keep you updated on progress.
If you are not satisfied with our response, you may ask for your complaint to be reviewed by a senior member of the MWT team. Please reply to our response email and request an escalation.
If we are still unable to resolve your complaint to your satisfaction, you have the following options:
If your complaint relates to how we have handled your personal data, you also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint or by calling 0303 123 1113. We would appreciate the opportunity to resolve data-related concerns before you escalate to the ICO.
If your complaint relates to the safety or welfare of a child or vulnerable adult, please refer to our Safeguarding Policy and, if there is any immediate risk of harm, call 999 immediately.
Our commitment
We treat every complaint as an opportunity to improve our service. All complaints are handled confidentially and without prejudice to any future dealings. We do not treat complainants less favourably as a result of their raising a concern.