Terms And Conditions

LATEST OFFERS:

NEW CUSTOMERS: Hassle Free Ownership (January – February 2019)

Offer is subject to terms and conditions, available to new Leisure Resorts owners only. Leisure Resorts reserves the right to hold void, cancel, suspend or amend promotions at any time during this period. Insofar as is permitted by law, Leisure Resorts will not in any circumstances be responsible or liable to compensate the customer or accept liability for any loss as a result of amendments to this offer following agreement/acceptance. Your statutory rights are not affected. This offer carries no cash alternative and is available on selected holiday home and lodges. To be eligible for this promotion, a minimum of 10% deposit for your holiday home must be paid in by 6pm 28th February 2019, and your holiday home must be paid in full by 31st March 2019.

Multiple drain down– one (1) multiple drain down per year for two (2) years commencing October 2019. Gas & electricity – usage capped at a maximum of £200 per year for two (2) years commencing for billing period 2019 onwards. Usage in excess of the advertised capped amount will be charged to the participating owner in their annual bill. Internal & externals cleans– two (2) internal cleans and two (2) external cleans per year for two (2) years. Cleans are available during 2019 & 2020 holiday seasons and must be booked through the Leisure Resorts customer care teams four (4) weeks prior. ‘Friends & Family’ stay– available at any Leisure Resorts park during off-peak periods only. Bookings must through the Leisure Resorts customer care team. Bookings are strictly subject to availability. 2019 Site fee included: Offer is subject to terms and conditions, available to new customer only and may be subject to change or be withdrawn at any time without notice. Offer carries no cash alternative. A site fee will then apply from 1st March 2020, with deposit due by 15th December 2019. The 2020 site fee will be invoiced November 2019. The advertised site fee amount is subject to fluctuation for 2020 period.

EXISTING CUSTOMERS: Hassle-Free Ownership (January – February 2019)

Available to existing Leisure Resorts owners only. Offer is available on selected static holiday homes and lodges and may be subject to change; extended or withdrawn, at any time without notice prior to the advertised end date. Offer carries no cash alternative. To qualify, a deposit is required to be paid prior to the 28.02.2019 with payment in full before 15.03.2019. 3 years drain down: participating owners will benefit from one (1) multiple drain down per year for three (3) years commencing October 2019. 3 years gas & electricity: usage capped at a maximum of £200 per year for three (3) years commencing for billing period 2019 onwards. Usage in excess of the advertised capped amount will be charged to the participating owner in their annual bill. 2 internal cleans per year: participating owners will benefit from two (2) internal cleans per year for three years. Cleans must be booked with customer care teams four (4) weeks prior. ‘Friends & Family’ stay: can be redeemed at any Leisure Resorts park during off-peak weekend periods only. Bookings must be made in person with your park customer service team. Bookings are strictly subject to availability.£1,500 off your site fees for three years: participating owners will benefit from a £1,500 deduction in site fee for 2020, 2021 & 2022 holiday seasons.A reduction will show in an annual bill issued from October / November each year. This offer will not affect advertised deposit/payment dates for site fee payments for holiday seasons detailed.

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 is responsible for its insurance mediation activities.

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 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:
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 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 complaints@leisureresorts.co.ukor 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.

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.

Want to find out more?

Or call us on:

Ullswater: 01768 800857

Lakesway: 01539 552 265

Rivers Edge: 01524 261 833

Aysgarth: 01969 663268