Our Complaints Process ~
We hope of course for everyone to be happy. There is now a legal process to protect both sides should matters get to a point where they can not be sorted directly between ourselves and another person.
We are committed to helping to resolve any complaint as quickly as possible.
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.
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.
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.
How to complain
It is best for all concerned that you notify us immediately you have a grievance. If you are unable to do this you can make a complaint to the addresses in our ‘Contact Us’ section.
It will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint.
This is the first opportunity for us to resolve a complainant’s dissatisfaction. The majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by our duty manager.
If you are dissatisfied with this response you may request a review by the owners of the holiday park.
We aim to find resolution to all complaints within the steps above; however, if a complaint is very complex it may be necessary to extend the time it takes to resolve issues.
If this is the case, we will keep the complainant informed of progress with the investigation and the reasons for the delay.
Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to a request that their complaint be progressed to the next stage.
|If you remain dissatisfied|
If having followed the 2 stages of our complaints procedure you still remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for Andrewshayes Holiday Park.
Contact details for Online Dispute Resolution Process
National contact point – United Kingdom1 Sylvan Court, Sylvan Way, Southfields Business Park, Basildon
SS15 6TH Essex
+44 01268 886 690 +44 1268 582225 firstname.lastname@example.org