Colchester Zoo Visitor Charter

Colchester Zoo aims to provide good quality services for all of its customers.

Our aim is to provide quality and value for services, delivered in an efficient and responsive manner. We aim to achieve this through providing;

  • Services which reflect the Mission and Values of Colchester Zoo
  • Standards of excellence in the delivery of all our services
  • Value for money and continuous improvement in what we do

At all times, we will:

  • Treat customers fairly and with respect
  • Offer a friendly and polite service and be sensitive to customer needs
  • Do our best to help our customers
  • Let customers know how quickly we can take action
  • Provide easy to understand, useful information and keep customers up to date about services

We aim to:

  • Deal with customer complaints positively and quickly
  • Keep customer details confidential, as far as possible

And we will:

  • Behave professionally and politely
  • Present an excellent image of Colchester Zoo
  • Be available at all times during office hours
  • Aim to give the customer a full response to 100% of a customer's enquiry as soon as possible
  • Use language that is easy to read and understand
  • Let the customer know who is dealing with their enquiry

Our customer enquiry e-mail address is enquiries@colchesterzoo.org

Complaints, comments and compliments

We welcome all feedback, including complaints; we ask that when making a specific complaint about an incident or event to include the following information;

  • Nature of complaint
  • Date and time
  • Location of incident
  • Members of staff present if any (name if possible)

If it is not possible to rectify the source of the problem immediately, the visitor will be given the opportunity to complete a comments form which will then be responded to as soon as possible.



Opening times: 

9.30am – 5.00pm or dusk if earlier*

*Last admission 4.00pm

upcoming events
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Animated gif of a butterfly