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:
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.
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.
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.
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.
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 CarsGloucester 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.
Contact Details for Customer Service Team
Telephone: 01452 338933
Customer Service Manager: Joanne Janssen
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.
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.