Our Complaints Process ~

We want to help you resolve your complaint as quickly as possible

We are committed to providing a high-quality holiday park experience to everyone who stays with us.  In order to do this we need you to give us any comments you have about our holiday park and to tell us straight away when things go wrong for you.

We understand that when someone complains its an expression of dissatisfaction with our holiday park and which requires a response and hopeful resolution to the problem. 

We listen to any customers complaints and treat them seriously.  We learn from them so that we can continuously improve our holiday park experience.

If for whatever reason you are not happy with any aspect of your holiday, please in the first instance talk to us straight away. If issues are not brought to the attention of the park during your stay we will be unable to offer any compensation once you have returned home. 

Our standards for handling complaints

We treat all complaints seriously, whether they are made in person, by letter or by email. You will be treated with courtesy and fairness at all times – we would hope, too, that you will be courteous and fair in your dealings with our staff at all times.

ANDREWSHAYES HOLIDAY PARK – COMPLAINTS POLICY

HOW WE WILL USE ANY INFORMATION YOU GIVE US

Any information you give to us in connection with a complaint will be processed in accordance with the law and our privacy policy

WHY WE NEED A COMPLAINTS POLICY

We aim to provide excellent services and products but we do understand that things can go wrong. If that happens, we want to know so that we can put the problem right and improve. 

We hope you will contact us as soon as possible if you are unhappy. Many problems can be sorted out quickly and informally. Sometimes a delay may mean that this chance is lost.

However, we also commit to investigating a complaint under a formal procedure where we have not been able to sort it out informally, or that is not appropriate for any reason. This may be because the complaint is particularly serious or affects the rights of third parties, for example.

HOW TO MAKE A FORMAL COMPLAINT

We keep formalities to a minimum but we do ask you to make sure that our General Manager is personally aware of a complaint if you wish us to consider it formally. Their details are below and you may contact them via the park office or call, write or email as you prefer.

If they are absent from work, then we will tell you about the cover arrangements. For example, if you telephone our General Manager when they are away, you may receive a voicemail message telling you who to call instead. Please make sure when you contact us that you leave your own contact details.

WHETHER WE WILL INVESTIGATE YOUR FORMAL COMPLAINT

You may ask us to use the formal procedure for a complaint at any time and we will do so unless there is a good reason. For example, we may refuse to investigate a complaint which is the same as, or very similar to, a previous complaint which we have resolved or rejected. We may also decide ourselves that we wish to use the formal procedure for your complaint.

OUR FORMAL COMPLAINTS PROCEDURE

We will usually take the steps below. If we decide to take other steps, or if there is to be a delay, we will tell you and explain why.

Step 1 is to acknowledge your complaint by email or letter. We aim to do so within one week of receiving your complaint.

Step 2 is to investigate your complaint. We aim to complete our investigation within three weeks of receiving your complaint. However, this step may take longer in some cases. We want to be sure that we understand why you are unhappy, whether the complaint is justified and if so, what the options are for resolving it.

Step 3 is to respond to your complaint. We will tell you whether we have upheld your complaint in full or in part, or rejected it. Where appropriate, we will apologise to you and we will propose a resolution. We aim to do this within one week of completing our investigation.

Step 4 is for you to tell us whether you accept our response to your complaint. If you do so, then that is the end of the procedure.

Step 5, if you do not accept our response, is for you to ask us to reconsider. You must ask us no later than three weeks from the date on which we send you our response. For example, if we send you our response on 1 May then you must ask us no later than 22 May. This time limit applies in the same way whether we have sent you our response by email or post.

Step 6 is for us to reconsider your complaint. We will usually ask a more senior member of the business to do this and send you our final decision within four weeks of your request for reconsideration.

OTHER OPTIONS IF YOU ARE NOT SATISFIED WITH OUR DECISION

We are members of the British Holiday & Homes Park Association. If, after receiving our final decision, you are still not satisfied then you may refer your complaint to their Conciliation Service in one of the following ways:

1. by post to BH&HPA, 6 Pullman Court, Great Western Road, Gloucester, GL1 3ND;
2. by telephone on 01452 526911; or
3. by email at enquiries@bhhpa.org.uk.

This service is free of charge to you.

If you have a contract with us, such as a Licence Agreement, then this may contain further options. YOUR STATUTORY RIGHTS

Nothing in these conditions will reduce your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.