Customer Service Policy
ACC Liverpool, home to BT Convention Centre and Echo Arena, strives to offer the very best customer service and we actively encourage feedback from visitors about our venue. By listening to what our customers tell us we can make improvements where necessary, identify areas of service that need more work and even give ourselves a pat on the back when we get it right.
If you have attended an event at BT Convention Centre or Echo Arena and have a compliment or a suggestion, a complaint or a query regarding your visit then we want you to tell us about it.
The following information outlines how you can contact us and what procedures we will follow to respond to your feedback.
Please contact us using the following methods:
By email please contact us at feedback@accliverpool.com
Every email will be automatically acknowledged within 1 working day and we aim to provide a detailed response within 10 working days. During busy periods this may take a little longer, but please be assured that we will keep you informed of when you can expect a reply.
By post please write to us at Customer Service Department, ACC Liverpool, Kings Dock, Liverpool Waterfront, L3 4FP.
We will respond to your correspondence within 10 working days. During busy periods, this may take a little longer, but please be assured that we will keep you informed of when you can expect a reply.
In person at BT Convention Centre Liverpool
Please make contact with any member of the team on site for a query during an event; alternatively our team based at the Visitor Service Information Desk will be able to help you. Our team will aim to assist you there and then. However, where this is not possible, the team will detail your feedback and pass to our Customer Service Manager who will acknowledge your feedback within 10 working days and outline how your complaint or suggestion will be dealt with.
You will also find feedback forms deposited throughout the Galleria area of the venue for your convenience. These should be handed into the Visitor Service Information Desk for the attention of the Customer Service Manager who will investigate your feedback and respond within 10 working days.
In person at Echo Arena Liverpool
Please make contact with any member of the team on site for a query during an event and, where necessary, ask to speak to the Front of House Manager who will attempt to resolve your query there and then. However, where this is not possible, the operational team will detail your feedback and pass to our Customer Service Manager who will acknowledge your feedback within 10 working days and outline how your complaint or suggestion will be dealt with. During busy periods this may take a little longer, but please be assured that we will keep you informed of when you can expect a reply.