Complaint policy and procedure
We are committed to providing a professional service to all our guests and owners and when something goes wrong, we need you to tell us about it. This will help us to improve our standards and the standards of the companies that we work with.
If you are currently on holiday
We work hard to ensure that all our guests have an enjoyable, trouble-free stay in their holiday accommodation. Unfortunately, things don’t always go to plan, and when this happens, we are keen to resolve and rectify the issue quickly for you.
If you are currently on holiday and you have an issue with your holiday accommodation, please call 01362 470888 option 2 straightway so we can try to put things right for you.
Future complaint claims may be reduced or rejected if we have no knowledge of the problem, or have not been given the opportunity to investigate your concerns and put matters right during your stay.
Access to the accommodation must be permitted to allow any work required to be carried out.
If your holiday is over
If you wish to make a complaint following your stay, please complete our complaints form including any photos or information that you would like us to consider when reviewing your complaint.
- All complaints must be submitted via the online form within 7 days of departure. Complaints received after 7 days may not be considered.
- We will reply within 14 working days.
- We will then respond in line with the policy timeframes set out below
- We will then investigate your complaint. This will normally be dealt with by two senior managers who will review your file and speak to all stakeholders relevant to your complaint.
- A formal written outcome of our investigation will be sent to you within 14 working days of our acknowledgement email.
- We aim to be fair with all complaints, but if at this stage you are still not satisfied, you should contact us again within 3 days to request a further review of the outcome.
- We will take into account your review request, and a final response will be sent within 14 days of receipt.
- Unfortunately, complaints received more than 7 days from departure can not be considered
We want all our customers to have a positive experience when using our services so if you have any questions regarding our policy or procedure, please contact us