Complaints Policy

INTRODUCTION

This complaints policy (“Complaints Policy”) explains how complaints relating to the activities and services of the All England Club are handled. The All England Club operates through the following entities:

• THE ALL ENGLAND LAWN TENNIS & CROQUET CLUB LIMITED (company number 07546718) of The All England Lawn Tennis Club, Church Road, Wimbledon, London, SW19 5AE;

• THE ALL ENGLAND LAWN TENNIS CLUB (CHAMPIONSHIPS) LIMITED (company number 07546773) of The All England Lawn Tennis Club, Church Road, Wimbledon, London, SW19 5AE;

• THE ALL ENGLAND LAWN TENNIS GROUND PLC (company number 00168491) of Church Road, Wimbledon, London, SW19 5AE;

• THE ALL ENGLAND LAWN TENNIS CLUB (WIMBLEDON) LIMITED (company number 01429062) of The All England Club Church Road, Wimbledon, London, SW19 5AE; and

• THE WIMBLEDON FOUNDATION (company number 08559364) of The All England Lawn Tennis Club, Church Road, Wimbledon, London, SW19 5AE,

(collectively, the “AELTC Group”).

This Complaints Policy is issued on behalf of the AELTC Group, so references to “we”, “us” or “our” mean the relevant company in the AELTC Group responsible for the matter to which the complaint relates.

This Complaints Policy applies to complaints relating to experiences at, services provided by or conduct associated with activities operated by the AELTC Group.

OUR COMMITMENT

We are committed to delivering the highest standards of experience and service to all visitors, members and guests. We value feedback and take all complaints seriously, as they help us improve the experience we provide.

All comments we receive are shared with the relevant internal departments to ensure that we remain informed and can continuously improve our operations and the service delivered. If you feel that we have fallen short, we encourage you to let us know so that we can review and respond appropriately.

OUR APPROACH

We aim to consider all complaints carefully and respond in a timely and respectful manner. Some matters may require further investigation and, in such cases, we appreciate your understanding if additional time is needed.

All complaints are handled with discretion and in line with our internal governance procedures. However, we may limit correspondence where behaviour is abusive or threatening, or where repeated complaints are made about the same issue without new information.

HOW TO MAKE A COMPLAINT

Complaints should be submitted to us in one of the following ways:

• By our online form: accessible here

• By telephone: +44 (0)20 8944 1066 (available Monday – Friday (excluding Bank Holidays) 09:00 – 17:00 year round, and during The Championships 2026, Monday 22/06 - Sunday 28/06 09:00 - 17:00 and Monday 29/06 - Sunday 12/07 08:00 - 20:00

• By letter: The All England Lawn Tennis Club, ATTN: Guest Services, Church Road, London SW19 5AE

For any employment related queries, please contact recruitment@aeltc.com.

Please provide an account of the incident leading to your complaint. We ask that you provide as much detail as possible to help us investigate your complaint. Please ensure your complaint includes the following:

• Your contact details and preferred method of communication;

• Date and time of the incident;

• Location of the incident within our Grounds;

• Copy of your tickets (where applicable);

• Details of any staff members involved;

• Details of other individuals who were present at the incident (where applicable); and

• Any further information you deem necessary for your complaint to be investigated.

WHEN TO MAKE A COMPLAINT

Complaints should be submitted no later than one (1) month after the date on which the incident occurred. This is to ensure that appropriate evidence can be sourced to support a resolution.

HOW WE HANDLE COMPLAINTS

All complaints are managed through a consistent and structured process to ensure they are handled fairly, thoroughly and professionally:

1. Receipt and logging: When a complaint is received, it is recorded and logged in our internal systems.

2. Acknowledgement: We aim to acknowledge complaints within five (5) working days of receipt.

3. Assessment and referral: The complaint is reviewed and categorised, then referred to the most appropriate department to investigate. Where a complaint raises issues that require a response, a response will be prepared in accordance with the steps set out below.

4. Response preparation: A response is prepared. Where appropriate, this may be reviewed in consultation with relevant departments and the Chief Executive’s Office to ensure accuracy, clarity and consistency.

5. Response issued: Once finalised, the response is issued to you. We aim to provide our response within twenty (20) working days, where possible. If we are unable to respond within the original time estimate, we will let you know and provide an indication of when the response can be expected.

REQUESTING A REVIEW

If you are dissatisfied with the outcome of your complaint, you may contact us within ten (10) working days to request a review. Please include the reasons for your request. We will ensure that your review is conducted by a member of staff who was not involved in the original response.

If the complaint is upheld following the review, we will notify you and take the appropriate steps to address the matter. If the complaint is not upheld, we will inform you and explain the reasons why. This will conclude our complaints procedure.

YOUR PERSONAL INFORMATION

If you use our complaints procedure, we will use the personal information you provide to investigate and respond to your complaint. We will only share your personal information where necessary to investigate and respond to your complaint, and in accordance with applicable data protection laws and our Privacy Policy.