We aim to offer the you the very best service. As part of our Chartermark status, we are committed to the following Service Standards:

• We will publicise our business targets and achievements here on the Usher Hall website and in the Box Office area. These will be monitored and updated quarterly. See latest Business Targets and Achievements in About Us
• Annual spring audience research will be carried out to hear your opinion of our service. Results will be published online and in the Box Office by July each year;
• We will provide customer feedback forms on the website, and will confirm receipt of your comment within 10 working days providing an individual written response where requested;
• Our events programme will be promoted via a seasonal Live Music Guide available in brochure format and on our website. It can also be provided on tape, in Braille, large print, various computer formats and can be translated into community languages;
• We provide an induction loop system, wheelchair access to stalls level, telephone at wheelchair height and a disabled toilet;
• We will recycle our printer cartridges, paper and glass, and will clean the Usher Hall exterior (steps and poster boards) weekly.

Suggestions and Complaints

We are always happy to hear from our customers and hope you enjoy the events we provide. If you would like to make a suggestion or encounter any difficulties or disappointment at the Usher Hall you can choose one of the following options:

• speak to a member of staff who are always happy to help
• email us using the form on the website - contact us
• post a note in our Comments Box situated in the Box Office and Upper Circle
• call 0131 200 2000 for a copy of the City of Edinburgh Council's Make Contact form

If, having been through the Council's complaint process, you are still not happy, you have the right to take your complaint to the Scottish Public Services Ombudsman, 4-6 Melville Street, Edinburgh, EH3 7NS. Telephone 0870 0115378. This must generally be done within one year.

Booking Charges

Booking fees are set to cover the operating costs of our box office service. Most concerts include this cost in the ticket price. In some cases promoters choose not to include this cost and therefore an additional booking fee has to be added to each ticket.

Credit card charges may also be added to the ticket price.

In addition, all telephone bookings are subject to a charge of 75p and online bookings £1 per booking. This does not apply to booking in person.

All ticket prices and costs are fully detailed in each concert listing on this site and our Live Music guide.

Equal Opportunities Statement

The Usher Hall fully subscribes to the City of Edinburgh Council equalities mainstreaming strategy. We implement the policy guidelines 'Respecting Difference, Creating Equality', throughout our service. The strategy is underpinned by a commitment to partnership working with community, voluntary and private sector groups to address the root causes of prejudice in society. We help to deliver the equalities strategy by:

Promoting Equalities - through a culturally diverse and challenging range of concert promotions; through a diverse and socially inclusive lifelong learning programme; by encouraging hirers to promote diverse events; increasing use of service by Equalities group members; appointment and training of staff

Encouraging Access - by improving facilities through capital development and examining changes to existing facilities; undertaking audience development projects with specific target groups; ensuring publicity is available in formats accessible for all, through a concert programme that appeals to, and educates, a diverse section of audiences; accessible ticket pricing for own promotions

Working in partnership - with Equalities groups and Equalities forum; with local arts organisations and initiatives who address Equalities groups - Mela, North Edinburgh Arts, Craigmillar Festival; co-promoting with national and international producers