Terms And Conditions

LATEST OFFERS & PROMOTIONS: 

Book August Holidays Promotion (28th July 2022)

Book August: Grand Prize Draw 

To qualify, any paying booker who stays with Leisure Resorts throughout August 2022 (arrival dates 1st August – 31st August) will be entered into a free prize draw to win one of three prizes:

  1. A VIP weekend stay for up to 10 people in The One at Ullswater Heights
  2. The price of their August holiday/booking will be refunded in full
  3. 50% off their following Leisure Resorts booking at either Ullswater, Aysgarth or Angrove

The winners will be drawn randomly on Friday 2nd September 2022. Winners will be notified w/c 5th September 2022.

Win a VIP weekend stay in The One, Ullswater Heights.

There is one prize consisting of a three (3) night ‘off-peak’ weekend stay for up to ten (10) people in The One, Ullswater Heights. The prize can be taken on selected off-peak dates (off-peak excludes British school holidays) from September 9th 2022, to December 9th 2022 & 6th January 2023, to 28th April 2023, subject to availability and does not include any extras.

Booking must be confirmed via Leisure Resorts on/or before Tuesday 30th November 2022. Leisure Resorts will suggest alternative date(s) if the selected date is unavailable. The prize must be redeemed by 28th April 2023.

Win the cost of your holiday refunded

There is one prize consisting of the total booking value being refunded (booking value is the total amount stated on the booking confirmation for accommodation only and excludes any add-ons such as pets). The refund will be completed by Leisure Resorts (not Hoseasons or other booking partners) via BACS transfer within 14-days of completing the draw. To facilitate, Leisure Resorts may be required to request access to sensitive data relating to the winner. These will be used on a transaction basis and destroyed thereafter in line with our data policy.

Win 50% off a future Leisure Resorts booking

There is one prize consisting of a voucher entitling the recipient to claim a 50% discount against a future booking at Aysgarth Lodges, Angrove Country Park or Ullswater Heights, excluding The One at Ullswater Heights.

To redeem, the booking must be confirmed by contacting the Leisure Resorts park (as instructed on the voucher) of choice on/or before Monday 12th December 2022. A 50% discount will be given against the advertised price at the point of booking. The discount is valid on any booking made from 1st September 2022 to 1st September 2023, after which the offer expires & discount becomes null & void.

All prizes are non-transferable, non-refundable, and non-changeable. No cash alternatives are available in whole or in part. The prizes are subject to availability. Leisure Resorts reserves the right to cancel the promotion without prior notice or to substitute the whole or any part of the prize for one of equal or greater value. All costs, incidentals and expenses not expressly included as part of the prize shall be the winner’s sole responsibility.

The winners may be required to participate in any publicity associated with this prize draw and agree to cooperate with any reasonable requests of Leisure Resorts. Leisure Resorts reserves the right to publish details of the winner on its publicly available website or digital platforms.

Book August: Weekly prize draw 

Any booker, regardless of duration, who books a Leisure Resorts August 2022 stay (at Aysgarth Lodges, Angrove Country Park or Ullswater Heights) between 1st August 2022 & 31st August 2022 will be automatically entered into a weekly draw to win one of three (3) £100 vouchers redeemable to spend in the Bar & Restaurant during the duration of their stay.

The weekly draws will take place on:

  • Monday 8th August 2022 (for bookings made 1st August – 7th August inclusive)
  • Monday 15th August 2022 (for bookings made 8th August – 14th August inclusive)
  • Monday 22ndAugust 2022 (for bookings made 15th August –21st August inclusive)
  • Monday 29thAugust 2022 (for bookings made 22nd August –28th August inclusive)

Winners will be notified within 48 hours following the draw. A Leisure Resorts team member will present the winners with their vouchers at check-in.

The voucher is single-use only and redeemable only during the winner’s stay (or within the dates marked on the voucher). The voucher carries no monetary value, with no change given at the point of transaction. It is non-transferable, non-refundable, and non-changeable. No cash alternatives are available in whole or in part. Leisure Resorts reserves the right to cancel the promotion without prior notice or to substitute the whole or any part of the prize for one of equal or greater value.

The winners may be required to participate in any publicity associated with this prize draw and agree to cooperate with any reasonable requests of Leisure Resorts. Leisure Resorts reserves the right to publish details of the winner on its publicly available website or digital platforms.

Ownership: Utility Contribution Promotion (26th June 2022)

Receive £1000 split over two years to contribute towards your utility costs.

Offer is valid on all new and pre-owned holiday homes & lodges. The offer is for a total of £1,000 account credit to be used against utility invoices. The account credit will be split over two instalments; an initial £500 within 7 days of the agreed handover date, with a further £500 credited 12-months from the handover date. Offer is available to both new & existing Leisure Resorts owners on valid sales made between Monday 27th June 2022 to Wednesday 31st August 2022. Offer cannot be combined with any other offer, discount, or promotion. The offer is non-transferable, non-refundable, and no cash alternative is available in whole or in part. The offer may be amended or withdrawn at any time without prior notice. Parks cannot be used as a permanent residences.

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 activities. 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 is 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 make 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 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 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 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

Angrove: 01642 750777