Complaints Procedure

Holiday Maker Complaints

At Leisure Resorts, we strive to provide the highest level of customer service and satisfaction; however, we understand things do sometimes go wrong. In the unlikely event you need to complain, here’s what to do:

Contact the park team immediately

If you have a complaint during your stay, please do not hesitate to contact our dedicated on-park team. You can visit the main office to speak directly with them, or they can be contacted by phone, email and via the app.

Your complaint will be acknowledged, and you will receive further correspondence within 24 hours of receipt. All our complaints are assigned to one of our dedicated Customer Care Team, who will look after you throughout your complaints process.

Claims will be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns during your stay.

Escalation

If your holiday is over and you feel that your complaint has not been adequately resolved, or you are not satisfied with the outcome, you can contact our central team within 14 days of your departure date.

The team can be contacted via e-mail complaints@leisureresorts.co.uk, please include your reference number, park visited and any relevant documents or evidence of the issue(s) you experienced.

Your complaint will be reviewed by a senior member of our management team. They will conduct a comprehensive review of the matter and provide you with a final response and resolution, should it be required, within 21 days.

Alternatively, guests who have booked through our booking partner Hoseasons, have the option to escalate a complaint to them directly via email to customercare@hoseasons.co.uk within 28 days of returning from your stay.

We value your feedback and see it as an opportunity to improve our services. We encourage you to provide us with any suggestions or recommendations on how we can enhance our processes and prevent similar issues from arising in the future.

Your feedback is invaluable in our continuous efforts to deliver exceptional experiences to our guests and owners.

Thank you for choosing Leisure Resorts. We appreciate your feedback and the opportunity to improve our services.

Owner Complaints

At Leisure Resorts, we strive to provide the highest level of service and satisfaction to our Owners; however, we understand things do sometimes go wrong. In the unlikely event you need to complain, here’s what to do:

Contact the park team

If you experience any issues throughout your ownership with Leisure Resorts, please do not hesitate to contact your dedicated on-park team. You can visit the main office to speak directly with them, or they can be contacted by phone, email and via the app.

Your complaint will be acknowledged, and you will receive further correspondence within 48 hours of receipt. All complaints will be dealt with by our Owner Services Manager, who will keep you regularly updated with their progress. Where necessary, complaints may be passed to the General Manager to handle, and you will be informed of this change.

Our aim is to conclude all complaints made at park level, within 14 working days.

Escalation

If you feel your complaint has not been adequately resolved, or you are not satisfied with the outcome, you can contact our central team to assist.

The team can be contacted via e-mail complaints@leisureresorts.co.uk, please include your name, pitch number, park and any relevant documents or evidence.

COMPLAINTS CONCERNING 3RD PARTY FINANCE

This policy outlines your rights in the unlikely event that you require to make a complaint with regards to your introduction to a 3rd party lender.

How to complain:

You can contact us by email at complaints@leisureresorts.co.uk or by post at:

Customer Relations,
Leisure Resorts Limited,
PO Box 303,
Kendal,
Cumbria
LA9 9GX

Please give us as much information about the complaint as possible (including your application number if you have it available) and let us know the best way for us to contact you.

What we’ll do about your complaint:

If we are unable to resolve the complaint immediately, we’ll send you a written acknowledgement of receipt of the complaint within 5 business days along with, where relevant, a copy of this policy.

If we require more information, we will get in touch with you via your preferred means of communication. Please feel free to contact us by phone, email or post if you require any information with regards to the complaint. Our complaint resolution target is within 40 working days of us receiving your complaint and we will certainly provide you as a minimum a progress update within this timeframe.

Our commitment to you:

We are fully committed to providing a great service and this absolutely includes when you’re making a complaint. We are committed to treating you fairly and transparently, and to dealing with your concerns as quickly as we can. If you want to speak to someone about our complaints procedures or the way we have handled a complaint, please email us at complaints@leisureresorts.co.uk

What to do if you’re not happy with Leisure Resorts’ response:

The Financial Ombudsman Service (FOS) is an independent and impartial organisation that helps to settle disputes between consumers and financial services businesses, like us. If you are not happy with our final decision about your complaint, you can refer your complaint to FOS.

For FOS to look into your complaint, you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint. We will send you full details about the FOS with our final decision letter.

You can contact FOS:

By Phone: 0800 023 4 567
(calls to this number are free on mobile phones and landlines)

By Email: complaint.info@financial-ombudsman.org.uk

By Post:
Financial Ombudsman Service,
Exchange Tower,
London
E14 9SR

By visiting their website: http://www.financial-ombudsman.

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.