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Customer Charter

Customer Focus

We are committed to listening to our customers and understanding their needs in order to deliver the best solutions to meet all their event requirements.


We are committed to delivering facilities, products and services to the very highest standards in compliance with Accredited in Meetings, Excellence Through People and our World Host quality frameworks. We are compliant with all quality standards demanded by the Meetings Industry Association – the recognised professional trade body for the UK’s Meetings, Events and Conference market of which we are a member organisation.


You will be dealing with an organisation completely dedicated to delivering a service that fully meets your events, conference and meeting requirements in accordance with the MIA Meetings Code for Consistency, Openness, Decency and Ethics and our commitment to Continuous Improvement.

We are committed to the highest standards of Customer Care through our Customer Service Programmes Spirit Of Service and World Host implemented through Minimum Quality Standards and the adoption of Best Practice.


We are committed to developing the potential of all our employees to deliver consistently the very best products and services and to train them always to perform at the highest level.

Business Conduct Policy

In all aspects of the way we conduct our business with our clients, we will behave with honesty, openness and integrity and always seek to provide the Best Advice in consideration of the needs of our clients. We will always strive to conduct our business with our clients in a professional, courteous and efficient manner. We comply with the MIA’s Industry Standard Code of Conduct. We will always deal with any complaint professionally, courteously and promptly in accordance with CEME’s Complaints Procedures as outlined in CEME’s main Customer Charter.

Customer Complaints Procedures

CEME treats all complaints as important and as such manages all complaints in accordance with International Standard for Customer Satisfaction and the management of Complaints (ISO10002). We provide a number of channels for registering complaints:
• Verbally to Reception or any member of staff
• Via the CEME Complaints form or in writing to:
o CEME Conference Centre, Marsh Way, Rainham, Essex RM13 8EU
o or feedback@ceme.co.uk
• Telephone: 020 8596 5151

All complaints will be responded to by a Senior Manager within 1 working day along with regular updates. The nominated Manager can also be contacted during working hours for an update to your complaint.

Customer Feedback

We always welcome and value feedback. If you have enjoyed a positive experience from a particular service, product or member of staff within CEME, or have any suggestions for further improvements, we would like to hear from you. We provide a number of channels for feedback:
• Verbally to Reception or any member of staff
• Via the CEME Feedback form or in writing to:
o CEME Conference Centre, Marsh Way, Rainham, Essex RM13 8EU
o or feedback@ceme.co.uk
• Telephone: 020 8596 5151

Terms & Conditions

Our Terms and Conditions are fully compliant with all the guidelines and rules as laid down by the MIA

Click here to download the Customer Charter PDF