Terms And Conditions
Price Match – Deposit Contribution
*Deposit contribution: Offer is valid on selected new & pre-owned holiday homes and available to new customers only. Deposit criteria: 10% (ten) of advertised selling price; customer contributes 5% (five) and Leisure Resorts contributes 5% (five), up to a maximum of cash contribution of £5,000. Deposit criteria example: holiday home cash price £60,000, total deposit required £6,000, customer contribution £3,000, Leisure Resorts contribution £3,000. ^Site Fees included until2021: available to new customer only. Site fee included for 2019 and 2020 holiday seasons. A site fee will then apply for the 2021 season as specified in the Site Licence Agreement. Offer(s) valid on selected holiday home purchased between 15th July 2019 and 15th September 2019, with completion/payment on or before 27th September 2019. £500 off: Appointment must be booked with participating Leisure Resorts park and must be attended in person on the agreed date. A total of £500 will be deducted from the advertised purchase price at the point of quotation. Available appointments made & completed between 15thJuly 2019 & 31stAugust 2019, inclusive. Offers carry no cash alternative & may be withdrawn and/or amended at any time without prior notice. Parks cannot be used as a permanent residence.
Short Break Summer Savings – Save 5%
Terms & Conditions: Bookings must be made by calling the Leisure Resorts park of your choice between 1st – 31st July (inclusive) for short breaks or holidays taken in selected periods through 2019. Offer is not available via hoseasons.co.uk or leisureresorts.co.uk. An additional 5% discount will be deducted from the price advertised as per hoseasons.co.uk at time of booking. Prices are subject to fluctuation. Offer and selected dates are subject to availability. Leisure Resorts reserves the right to withdraw (in whole or in part) / cease this promotion at any time during the aforementioned dates without prior notice. Offer carries no monetary value or alternative.
Virgin Wine Offer
Terms & Conditions: Offer is only available to appointments attended at a participating Leisure Resorts park (Lakesway, Rivers Edge and Ullswater Heights). Appointment must be booked with participating Leisure Resorts park and must be attended in person on the agreed date. The offer comprises of one (1) Virgin Wines Cheese & Red Wine Hamper (Ref. Y43239VIRGIN). One hamper maximum per household. Excludes multiple appointments at one or more parks. The Hamper will be ordered through Virgin Wines and delivered to the attendees home address within 7-14 days of visit regardless of holiday home purchase. In order to fulfil home delivery, your data will be shared with Virgin Wines. Leisure Resorts reserves the right to amend or cancel this promotion at any time without prior notice. Offer carries no monetary alternative. Offer applies to UK residents only, aged 18 years and over.
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 creditelated 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 is responsible for its insurance mediation activities.
For full terms and conditions please write to us at:
Leisure Resorts Limited
All offers will be governed by English law and customers submit to the jurisdiction of the English courts.
LEISURE RESORTS COMPLIANT 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:
Calling 01539 552 265 Monday to Friday, between 9am – 5pm.
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 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 upmost 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 email@example.com by post at:
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)
Financial Ombudsman Service,
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.
If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.