Customer Services

Customer Service

At Gloucester Quays, we strive to offer the best Customer experience to all our visitors and we want our customers to feel welcomed, valued and delighted on each and every visit. We have a dedicated team of friendly staff on hand to assist you during your visit, located at our Customer Service Desk (opposite the M&S store, at the St Ann way entrance).

Please note that we are currently not accepting cash at the Customer Services Desk.
Thank you for your continued support and understanding.

The customer services team can help with:

Gloucester Quays Outlets Gift Cards
Lost & Found Property
Hire of Turbo Tots kids buggies
Mall directions
General Information
Wheelchair & mobility scooter availability

To ensure the best possible service for our customers, Gloucester Quays is an Accredited Member of the Institute of Customer Service (2017-2020).

We really value our customers feedback and you can contact us at: GQFeedback@peel.co.uk or click here to fill out our customer feedback survey (please note emails are responded to during office hours Monday - Friday only).

Additional contact details for our customer services department are listed at the bottom of this page.

Facilities

Baby Changing and Breastfeeding Facilities

Gloucester Quays offers 3 Baby Changing Facilities. These are located on the Ground Floor opposite Le Creuset, and on level 1 of stairwell B where we have a Family Room and baby changing room. The Family Room on level 1 features comfortable chairs as well as cubicles should Mum want to breastfeed in private.

Disabled Toilets

Gloucester Quays operates a Radar Key System for our Disabled Toilets which are located on the Ground Floor by Lifts/Stairwell A and B, on Level 1A and Level 1B. If shoppers with disabilities do not have a Radar Key, then they can obtain one from the Customer Service Team if an item of value is left as a deposit.

Our Access For All toilet on the ground floor, by Lifts/Stairwell B, does not require a Radar Key. This toilet is not assigned to a specific gender and is suitable for those with pushchairs or those who need additional space.

Hire of Wheelchairs and Mobility Scooters

Gloucester Quays offers both Wheelchairs and Mobility Scooters which shoppers can hire free of charge if an item of value is left as a deposit. These are rented out on a first come, first served basis. Shoppers can contact the Customer Service Team to pre-book the use of these (based on availability). We kindly ask that all Wheelchairs and Mobility Scooters remain within Gloucester Quays and Gloucester Docks.

Blue Badge Parking

Gloucester Quays offers Blue Badge spaces on all Levels of the Car Park. Blue Badge shoppers are entitled to 4 hours free parking. To get your free parking, shoppers are asked to leave their Blue Badge timer on their vehicle dashboard and bring their Blue Badge ID to the Customer Service Desk. The individual on the badge must be present at the Desk in order to get the parking validated. Once validated, at the end of their visit, shoppers must pop their Car Parking ticket into any payment machine (located on all Levels except Level 4) before proceeding to their vehicle.

Family Bay Parking

Gloucester Quays does not currently offer Family Bay parking.

Cash Machines

Gloucester Quays has three Cash Machines that are free of charge for customers to use. Two are located on the ground floor in the St Anns way entrance, opposite stairwell A and lifts. The third can be found on our East mall, next to White Stuff.

Hire of Turbo Tots Cars

Gloucester Quays offers Turbo Tot cars for our younger shoppers, suitable for toddlers and young children and available to hire from the Customer Services Desk. We kindly ask that Turbo Tot cars remain within Gloucester Quays and Gloucester Docks.

Autism Friendly Visual Guide

We have developed a visual guide to the centre, which aims to support you from the early stages of planning a visit, arriving at the centre, information about the amenities and what to do in an emergency.

Download Guide

Dogs and Animals

Animals are not permitted in the centre, with the exception of registered assistance dogs; however dogs are permitted in outside areas such as High Orchard Square and Gloucester Docks.

Contact Details for Customer Service Team

Telephone: 01452 338933
Email: CServices@peel.co.uk
Customer Service Manager: Alia Houghton

Gift Card

Available from the Customer Services Desk, these cards can be loaded with any amount between £5 and £500 and can be used at any participating store in the outlet including the restaurants/eateries.

Benefits

Available in any value between £5 and £500
Fits into your wallet or purse
Easy and simple to use
Choice of gift card holder

Frequently asked questions

Do you have a gift card?
Yes. The Gloucester Quays Gift Card can be used in all participating stores within the Gloucester Quays Outlet

Where can I purchase a gift card?
Gift cards can be purchased at the Customer Services Desk.

How do I pay for a Gloucester Quays Outlet Gift Card?
The following methods of payment are accepted:

Switch
MasterCard
Delta
Visa
Solo
Visa Debit

(Please note that for card payments over £50 we require photographic ID).

Where can I use my gift card at Gloucester Quays Outlet?
All stores in Gloucester Quays Outlet including the restaurants/eateries.

What does the card look like?

How do the cards operate?
Gloucester Quays Outlet Gift Cards can be purchased for any amount between £5 and £500 from the Customer Services Desk with any major credit/debit card. The recipient can then spend the amount on the card at any store within the Gloucester Quays Outlet.

How does the recipient know the value on the card?
Customers can check their available balance and review recent transactions by visiting www.getmybalance.com or by calling 0121 268 3210 (24 hrs a day). Customers may also check their balance at the Customer Services Desk during the Centre opening hours or at the Information Pods located around the Centre. The remaining value will also be stated on the Customer Receipt after each transaction.

Can children use a Gloucester Quays Outlet Gift Card?
Yes, there are no restrictions

For how long is the card valid?
The Gift Card is valid for 24 months from the activation date.

Intended for use at participating Gloucester Quays Outlets retailers. Unless required by law, it cannot be redeemed for cash. Card expires on and cannot be used or redeemed on the day after the 24 month anniversary of when card was purchased. Purchase, use or signing of the card constitutes acceptance of the terms in the Cardholder Agreement. To access card terms, purchase date or balance visit www.getmybalance.com or to see a full list of terms and conditions please click here. For customer services, retailer support or to report lost or stolen cards call 0121 268 3210.

FAQ

What is an outlet shopping centre?

An outlet shopping centre is a specialist outlet which sells stock from a previous fashion season at a reduced cost.

What sort of offers can I expect to find at Gloucester Quays Outlet?

At Gloucester Quays you can expect to find up to 70% off RRP High Street prices every day.

What stores are at Gloucester Quays?

Please click here to visit the stores section of our website.

Do I pay for parking?

Yes, please click here to visit the Car Parking section of our website with our current tariff. Disabled parking is available and disabled customers are entitled to 4 hours free parking.

Where is Gloucester Quays located?

Gloucester Quays is located off Junction 12 of the M5 and is well connected to the public transport network, click here for directions.

What facilities are available?

Gloucester Quays offers blue badge parking spaces, wheelchairs and mobility scooters for hire, cash points, lifts and stairs, accessible toilets and baby changing facilities.

Is there internet access at Gloucester Quays?

Internet access is available for customers at Gloucester Quays.

Where can I eat at Gloucester Quays?

Please click here to visit the Food and Drink section of our website.

What are the outlet opening hours?

For up to date opening hours, please refer to out opening hours page here.

What do I do if I have lost property?

All lost property should be reported or handed in to the Customer Services desk where one of the advisors will be able to assist you.

What accessible services are available?

Scooters and wheelchairs are available, and can be pre booked by phoning Customer Services on 01452 338933. Gloucester Quays provide these facilities free of charge, however, we ask for an item of value to be left at the Customer Services Desk i.e. ID card, passport.

Is there Blue Badge parking?

Are there accessible toilets?

Gloucester Quays operates a Radar Key System for our Accessible Toilets which are located on the Ground Floor by Lifts/Stairwell A and B, on Level 1A and Level 1B. If shoppers with disabilities do not have a Radar Key, then they can obtain one from the Customer Service Team if an item of value is left as a deposit.

Our Accessible Toilet on the ground floor, by Lifts/Stairwell B, does not require a Radar Key. This toilet is not assigned to a specific gender and is suitable for those with pushchairs or those who need additional space.

CSR

Gloucester Quays get many requests throughout the year to support different charities within Gloucester and the surrounding areas and, although it’s a fantastic to have the opportunity to assist community projects, there are so many worthwhile causes it can be difficult to support them all.

To ensure that we are giving generously and genuinely making a difference within the local community, we have decided to pool our efforts and have one chosen charity for the year. Acorns Children's Hospice has been chosen as our nominated local Charity of the Year for 2020, and provides young people aged 0 – 18 years, who have life limiting or life threatening conditions and associated complex needs, with a network of specialist palliative nursing care and support.