Customer Charter

Here at Kempton Park Racecourse we value our relationship with all our customers. Our Customer Charter ensures we deliver you, the customer, the best experience possible when you visit us.

Customer Promise

Dear Customer, 

 We recognise that you are at the heart of our business and we are committed to delivering the best experience of Kempton Park Racecourse from the moment you find us.  

We’ll do it by…

…being welcoming and friendly

…treating you with respect

…being flexible to your needs

…being committed to consistently delivering quality and value

…providing clear and relevant information in a timely and appropriate manner

…encouraging and valuing your feedback to help us improve your experience.


And all we ask of you is that you have a great time and if you don’t please let us know.

How are we doing?

We regularly monitor our performance in a number of areas.

Quality of Racing

We run all our races under the BHAGI Rules of Racing which govern all racing in Great Britain.

Health, Safety and Risk Management

Our annual Health, Safety and Environmental audit carried out by insurers Griffiths and Armour gave us a score of 98%.

Visit England

Kempton Park achieved the ‘Quality Assured Racecourse’ accreditation in 2018 with an overall average score of 84%.

Catering Standards

Spelthorne Council gave us five stars for our general food hygiene.  The Kempton Park team of Jockey Club Catering achieved the Compass Silver Standard for their overall service in 2017 achieving a score of 98%.

Customer Satisfaction

We regularly review our customer survey feedback to highlight any areas for improvement.


Customer Service Standards

Our current Customer Service Standards are as follows:


Best Practice – Communication

Kempton Park has standard office hours of Monday to Friday, 9 am – 5pm.  Due to the nature of our business we are also regularly, but not consistently open during weekends and evenings.
You will find all our websites clear, concise, up to date and easy to navigate.  We will not hide our prices, terms and conditions or procedures for contacting us.  Any questions asked via our social networks (Facebook, Twitter, Instagram or SnapChat) will be answered as soon as practically possible.
If you email us we will respond to you as soon as is practicably possible.  Sales enquiries will be replied to within 24 hours, or the next working day if a weekend; all others within two working days.
If you write to us we will acknowledge your correspondence and respond within five working days.
If you telephone us during our standard office hours the phone will be answered promptly, and in no more than three rings.  Any messages left on our answer phone over night will be responded to by the appropriate department on the next working day.  
We will call you back following an enquiry to our sales or operations team during standard office hours within four working hours.
If you visit us at Kempton Park and speak with our staff they will be polite, friendly and welcoming.  They will also, wherever possible try and assist you at your first point of contact.  If this is not possible the next person you meet will be the right person.
We understand that no-one enjoys standing in a queue when it is not necessary.  Therefore we will endeavour to ensure where there is a queue we will move our staff into positions to reduce waiting time. 
At exceptionally busy times we would ask that you bear with us and our partners if you do encounter a queue, we will be doing all we can to alleviate the issue.  
Where possible in anticipation of a busy day we will create a queue management system and manage the experience to ensure it remains effective.
From Us
We will keep you informed in a timely manner where relevant at all times of issues relating to your visit to Kempton Park.

Core Values:

Best For Racing

We are dedicated to delivering best-of-class competitive horseracing in a safe and sustainable environment.

Best People

Our commitment is to develop and empower our people within an inspirational environment that utilises and maximises the strength of the Group. Working together we will deliver our objectives, drive, innovation and celebrate success.

Best Experience

We will deliver an exciting and passionate experience that's 'close-to-the-action', maximises the uniqueness of our facilities and consistently delivers excellent value for money at all our Race meetings and Events.

Best Heritage

Our commitment is to protect and preserve The Jockey Club's history and assets, while maximising that prestige to deliver on our commercial objectives.

Best For The Future

By maximising profit and continuing to re-invest we will ensure the long-term sustainable future success of our business and our sport.


Best Practice - Your information & privacy

Data protection
We will only use the data kept on our files if you give us permission to do so.
We will make it easy for you to remove yourself from any of our databases.
Your privacy matters and The Jockey Club is working towards total PCI Compliance.

Best Practice – Your feedback

We have an easy to understand complaints procedure.
We welcome your feedback and use it to inform our business decisions.
We will respond to questions and feedback where appropriate within five working days.



Customer Complaints

Customers are our number one priority and we work tirelessly to make your visit to Kempton Park Racecourse exceed your expectations.


If you feel we have let you down in any way we want to know about it.  This will help us to ensure we fix anything that needs fixing, change something that needs changing or just be in a position to explain why we do things the way we do.

If you do need to complain to us for any reason at all this is the best way to do it:

1. In Person

If you are a visitor to Kempton Park please feel free to make your comments to any member of our team.  
Each member of our team is empowered to deal with your complaint as your first point of contact.  If they cannot help they will find someone who will take action on your behalf.
You will not come in to contact with more than two people unless it is absolutely necessary.
2.  Online
We welcome your comments by email.  Our email address is
You will receive a response to your email from our office manager within 48 working hours.
If you choose to communicate with us via social media (Facebook & Twitter) you should see a response as soon as practically possible.
3.  By Telephone
Please feel free to give us a call on 01932 782292.  Our office is open 9 – 5pm, Monday – Friday. Outside these hours we have an answer phone.
Wherever possible the person who you speak with first will attempt to deal with your issues during your initial call, however they will escalate your call to the office manager whenever necessary.
4.  By Mail
If you would like to write to us regarding your experience at Kempton Park please address it to the Office Manager and send it to:
Kempton Park Racecourse
Staines Road East
Sunbury on Thames
TW16 5AQ
You will receive a response within seven working days.
Your opinions of us are important.  If you think we can make your experience better we want to know about it so we can ensure that you and all our customers have the best time at Kempton Park.

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