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How to Complain to Ticketmaster UK
Ticketmaster's help centre offers chat for existing orders (via My Tickets) and email forms for other queries; no dedicated complaints page was found. Ticketmaster describes itself as a STAR member with access to independent dispute resolution.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Ticketmaster UK
How to Complain
Ticketmaster's help centre offers chat for existing orders (via My Tickets) and email forms for other queries; no dedicated complaints page was found. Ticketmaster describes itself as a STAR member with access to independent dispute resolution. source
When You Can Escalate
STAR: you must first fully exhaust the member's internal complaints procedure, then apply within one year of the final response. No fixed waiting period was stated. Scheme: STAR (Society of Ticket Agents and Retailers) ADR. source
Cancelled or Changed Events
Refund If Cancelled
If an event is cancelled, moved or rescheduled, you can get a refund from an official seller. The organiser tells you how to claim. source
How Much You Get Back
The refund is usually the face value printed on the ticket. Postage may be refunded in some cases, but booking or card fees may not be. Travel and accommodation are usually excluded unless they were bought as part of a package with the ticket. source
If You Change Your Mind
If you change your mind or cannot go, you are not entitled to a refund. source
No Cooling-Off Period
The usual 14-day cooling-off period for online and phone purchases does not apply to tickets for leisure events that state a specific date or time period, such as concert tickets. Once you have bought, you generally cannot cancel just because you changed your mind. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Organiser's deadlineAsk for a refund when an event is cancelled or movedBy the organiser's stated deadline, so claim as soon as you hear
- NoneCancel a ticket just because you changed your mindNo cooling-off period for tickets with a fixed event date; check the seller's own terms
- Straight awayReport fake ticketsAs soon as you suspect fraud, and tell your bank at once
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Ticketmaster UK in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to STAR (Society of Ticket Agents and Retailers) ADR.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Ticketmaster UK Customer Service
Use the contact or help section of Ticketmaster UK’s own website to find its current complaints route.
STAR (Society of Ticket Agents and Retailers) ADR
Once Ticketmaster UK has had its chance. See When You Can Escalate under Your Rights.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
STAR’s scheme requires you to use Ticketmaster’s own complaints process fully first, and to apply within one year of its final response.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to Ticketmaster UK. This guide uses information published by Ticketmaster UK and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- help.ticketmaster.co.uk/hc/en-us/articles/360017761298-How-to-Contact-Us Checked 2 October 2026
- help.ticketmaster.co.uk/hc/en-us Checked 2 October 2026
- ticketmaster.co.uk/S.T.A.R Checked 2 October 2026
- star.org.uk/member-details/ticketmaster-uk-ltd Checked 2 October 2026
- star.org.uk/alternative-dispute-resolution Checked 2 October 2026
- tradingstandards.uk/consumer-help/adr-approved-bodies/star Checked 2 October 2026
- citizensadvice.org.uk/consumer/event-tickets/getting-a-refund-on-an-event-ticket Checked 12 October 2026
- nibusinessinfo.co.uk/content/exemptions-right-cancel-consumer-contracts Checked 12 October 2026