Terms And Conditions

LATEST OFFERS:

£20 Deposits for 2020 holidays/short breaks promotion

The following terms and conditions apply to new Leisure Resorts holiday and short break bookings made through Hoseasons, booked between 01/11/19 – 18/11/19, for departures between 03/01/20 and 31/12/2020.

This promotion is offered and managed by our booking partner Hoseasons. The low deposit under this offer for holiday costs are as follows;

up to £1000 = £20
£1,001 – £1,500 = £75
£1,501 – £2,000 = £100
+£2,001 – Non applicable

The difference between the low deposit and the usual deposit (as advertised in the Hoseasons brochure and on hoseasons.co.uk) must be paid with the balance payment, received no later than 10 weeks before your booking starts.

If you cancel your booking you must pay the difference between the low deposit and the usual deposit, plus any booking fee and any travel insurance premiums due, either at the time the balance of your booking is due or, if you cancel, at the time you cancel the booking. If you cancel, you must also pay all other cancellation charges which may apply, as specified in the Hoseasons Booking Conditions (See Booking Conditions)

If you do not pay what you owe on time, Hoseasons can treat your booking as cancelled by you for a non-refundable reason. If this happens you will be responsible for the difference between the low deposit and the usual deposit, plus any booking fee and any travel insurance premiums due and any cancellation charges which may apply.

The closing date for this low deposit offer is 18/11/19. Leisure Resorts and Hoseasons can decide to extend or withdraw this offer depending on popularity and park availability.

For full terms and conditions of booking through Hoseasons See Booking Conditions.

Complimentary Meal
(new customers)

Prospective new owners who visit a park in order to look at holiday homes/lodges are entitled to a free meal in the on-site bar/restaurant. This meal is worth up to £25 per group. Only one free meal per park.

OWNERSHIP TERMS & CONDITIONS:

The following terms apply to relevant Leisure Resort Holiday Home and Lodge parks. Details of the parks can be found in our registered address.

CONDITIONS RELATING TO FINANCE:

For holiday homes registered in 2006 or more recently. Finance is subject to status, available to applicants aged 18 and over, residing in the UK.

Leisure Resorts Limited is authorised by the FCA with limited permission to conduct certain credit related activity. We are an intermediary and can introduce you to a limited number of lenders who provide funding. We may receive a commission or other benefits for introducing you to such lenders.

There are other costs associated with owning a Holiday Home which may not be included in finance illustrations and quotations (i.e. costs related to site/pitch fees, insurances, gas and electricity).  For more information regarding these please speak with a member of the holiday home sales team at the relevant park.

Leisure Resorts Limited (Reg. No. 10528028) is authorised and regulated by the Financial Conduct Authority.

Leisure Resorts Limited is also an appointed representative of Arthur J Gallagher Insurance Brokers Limited which authorised and regulated by the Financial Conduct Authority. Registered Office: Spectrum Building 7th Floor, 55 Blysthwood Street, Glasgow, G2 7AT. Registered in Scotland. Company Number: SC108909.

For full terms and conditions please write to us at:

Leisure Resorts Limited
Sampool Lane,
Levens,
Cumbria
LA8 8EQ

All offers will be governed by English law and customers submit to the jurisdiction of the English courts.

LEISURE RESORTS COMPLAINT PROCEDURE:

Great customer service is at the heart of everything we do, but we understand we may not always get it right.

In the unlikely event that one of our customers (owners or holidaymakers) feel it appropriate to make a complaint, the following outlines Leisure Resorts’ procedure and policy.

Park level Customer Service / Holiday Experience Teams:

If customers have any issues, we recommend that these are initially discussed with our Customer Care / Holiday Experience teams, who are there to help. Usually, this is the best starting point in seeking a suitable resolution. However, if this is not possible, they will escalate to the park General Manager who will look to resolve.

Customers wishing to escalate matters in writing should do so by contacting the park General Manager (as FAO) via post or email, directing to addresses found on the relevant park pages within this website.

Escalating to Head Office following unsatisfactory outcome:

If for whatever reason, the customer remains unhappy we ask that complaint is escalated to our Head Office;

In writing to:
Customer Relations,
Leisure Resorts,
Sampool Lane,
Levens,
Cumbria
LA8 8EQ

By phone:
Calling 01539 552 265 Monday to Friday, between 9am – 5pm.

Email: complaints@leisureresorts.co.uk

Please provide us as much information about the complaint as possible:

  • Your full name, address, email address and telephone number
  • Confirmation of preferred means of communication
  • Details of any previous correspondence you’ve had with us
  • Details of your problem or complaint

If we are unable to resolve the complaint immediately, we’ll send a written acknowledgement of receipt of the complaint within 5 business days.

If we require more information, we will get in touch with you via your preferred means of communication. Our complaint resolution target is within 20 working days of us receiving your complaint and we will certainly provide you as a minimum a progress update within this timeframe.

If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Our commitment to customers

Leisure Resorts is fully committed to providing our customers with great service; including when our customers making a complaint.

We are committed to treating you fairly and transparently, and 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 give us a call 9am to 5pm, Monday to Friday, on 01539 552 265 and we will do our utmost to resolve your complaint.

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:

The easiest way to complain is to give us a call 9am to 5pm, Monday to Friday on 01539 552 265 we will do our utmost to resolve your complaint and we will do our utmost to resolve your complaint immediately.

Alternatively, you can contact us by email at complaints@leisureresorts.co.uk or by post at:

Customer Relations,
Leisure Resorts,
Sampool Lane,
Levens,
Cumbria
LA8 8EQ

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 written acknowledgement of receipt of the complaint within 5 business days along with 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 give us a call on 01539 552 265

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.

Or call us on:

Ullswater Heights: 01768 800 857

Lakesway: 01539 552 265

Rivers Edge: 01524 261 833

Aysgarth: 01969 663 268