Your feedback
Our decisions are always driven by the goal of putting our audience first. The insights you share are crucial for understanding the impact of our work, planning and prioritising any changes we may want to introduce, and guiding how we communicate updates and progress.
Whether you're offering general feedback—positive or negative—to help us enhance future experiences, or submitting a complaint to resolve a specific issue, we're committed to working with you to ensure your comment is received, reviewed, and thoughtfully considered.
How to give feedback and how we use it
During your visit, you'll have several opportunities to share your thoughts, questions, and concerns.
These include:
Online: Select "Feedback and Complaints" from the options above to send your message to our Audience Experience Team. All feedback will be logged, allowing us to track and identify key themes.
Our teams: Our Centre and Venue teams on-site are always available to assist as needed. We aim to resolve any issues as quickly as possible, while ensuring that each situation is recorded for learning and improvement.
Surveys: After your visit, you may receive a survey with specific questions about your experience or to gather any insights you wish to share. These surveys are anonymous, but all responses, scores, trends, and themes are monitored to assess our performance and guide future improvements.
User Panel: Help us improve your experience of the Barbican by joining our User Panel to help us test and improve our services. You don’t need to have booked a ticket, or even visited us before – we just want to learn more about how people interact with the Barbican, straight from the source. Find out more about how to apply.
Confidential issues
In line with our Zero Tolerance statement, it is vital that everybody visiting or working at the Barbican feels welcome, safe and respected. If you have experienced or witnessed discrimination, harassment, bullying or aggression, we want to know.
A confidential reporting system has been set up for anybody to report incidents of this type – we are committed to investigating all reports thoroughly and sensitively. Please email [email protected].
If you're not satisfied
If you are not satisfied with the response you receive, please contact [email protected] asking for the matter to be escalated. The team will then work to transfer the issue to a more senior manager as appropriate to the nature of the complaint.
If you are still not satisfied, you can contact the City of London Corporation general complaints team.
