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Customer Services

The Customer Services Desk can be found in the Outlet Centre at the St Ann Way entrance between the M&S Outlet and Next Clearance.

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

The customer services desk is also a useful meeting point.

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 to our Centre. We have a dedicated team of friendly staff at hand to assist you during your visit based at our Customer Service Desk (located on the main Mall, opposite M&S Outlet and Next Clearance near Lifts/Stairwell A).

For all customer feedback, please email: 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.

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

Gloucester Quays is also an Accredited Member of the Institute of Customer Service (2017-2020).


Baby Changing and Breastfeeding Facilities

Gloucester Quays offers 3 Baby Changing Facilities located on Level 1B and on the Ground Floor opposite Le Creuset as well as a Family Room for Breastfeeding also on Level 1B. The Family Room 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.

Hire of Wheelchairs and Mobility Scooters

Gloucester Quays has a limited number of 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). Wheelchairs and Mobility Scooters must remain within Gloucester Quays and Gloucester Docks.

Disabled 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 must 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 currently has 2 Cash Machines – both are located on the Ground Floor (Mall) by Lifts/Stairwell A and B.

Hire of Turbo Tots Cars

Gloucester Quays offers Turbo Tot cars suitable for toddlers/young children available to hire from the customer services desk. Turbo Tot cars must remain within Gloucester Quays and Gloucester Docks.

Autism Friendly Visual Guide

We have developed a visual guide to the centre, which aim 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

Contact Details for Customer Service Team

Telephone: 01452 338933
Email: CServices@peel.co.uk
Customer Service Manager: Lindsey Crocombe

Institute of Customer Service
An outlet shopping centre is a specialist outlet which sells stock from a previous fashion season at a reduced cost.
At Gloucester Quays you can expect to find up to 70% off RRP High Street prices every day.
Please click here to visit the stores section of our website.
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.
Gloucester Quays is located off Junction 12 of the M5 and is well connected to the public transport network, click here for directions or alternatively can click here to use our journey planner.
Gloucester Quays has many disabled parking spaces, wheelchairs and mobility scooters available for hire, cash points, lifts and stairs, disabled toilets (radar key required) and baby changing facilities.
Internet access is available for customers at Gloucester Quays.
Gloucester Quays Outlet has a 'light bite' coffee shop offering at Costa Coffee, The Cornish Bakery and Caffè Nero. There is also our leisure quarter with Carluccio’s, Bella Italia, Nando's, Bill’s, Brewhouse and Kitchen, PizzaExpress, Portivo Lounge, Chimichanga, Zizzi's, Coal Grill & Bar, TGI Friday's.
Mon - Fri 10am - 8pm
Sat 10am - 7pm
Sun* 10am - 5pm
Bank Hols* 10am - 6pm

Mon - Fri 10am - 9pm
Sat 10am - 9pm
Sun* 10am - 9pm
Bank Hols* 10am - 9pm

*To comply with the Sunday Trading Act - larger stores will only open from 11am - 5pm. Bank Holiday trading hours may vary.
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.
Scooters and wheelchairs are available, however these are limited, and require pre booking. Please phone 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. car keys etc.
Yes, Disabled parking spaces are available on each level of the car park. Disabled customers will receive 4 hours free parking during store opening hours. Please present your car park ticket and blue badge at the Customer Services Desk for validation. (Please ensure your clock is clearly displayed in your vehicle.) Please note, any stay above the 4 hours will be liable for charging at the normal car park rate.
Yes, Disabled toilets are located on the ground floor by Stairwells A & B and on the first floor by Stairwell B. Please note, these facilities are operated by use of a Radar Key.

If the PDF below does not display correctly, please click here

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.


  • 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, a Gift Card for use in participating stores with the Gloucester Quays Outlet

Where can I purchase a gift card?
These 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:

Cash (limit £250)
Visa Debit

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

What does the card look like?
Gift Card
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 cash or 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\'s 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. For customer services, retailer support or to report lost or stolen cards call 0121 268 3210.