Terms & Conditions

Terms & Conditions

1. The Promoter

The promoter of this prize draw is Leisure Resorts Ltd with registered office at Medina House, 2 Station Avenue, Bridlington, East Yorkshire, United Kingdom, YO16 4LZ. (“Leisure Resorts”).

2. The Prize Draw

2.1. The “Autumnal VIP Leisure Resorts Experience” prize draw offers eligible participants the chance to win a luxury 4-night hot tub escape. 2.2. There will be two (2) separate prize draws conducted during the promotional period.

3. Eligibility

3.1. This prize draw is open to individuals aged 18 years or over, excluding employees of Leisure Resorts, their families, agents, or anyone professionally connected with the prize draw.

3.2. Entry is limited to one (1) entry per unique household per prize draw period. Multiple entries from the same household across the two prize draw periods are permitted, provided each entry meets the qualifying criteria for its respective period.

3.3. Participants must have legal capacity to enter into a contract and accept the prize.

4. How to Enter

4.1. To qualify for entry into the prize draw, an individual must submit one of the following ownership enquiries via the Leisure Resorts website, leisureresorts.co.uk, within the specified promotional periods: a. A “Brochure Request” b. A “Book Tour” enquiry c. A “General Enquiry”

4.2. All qualifying entries must include a valid phone number and email address. Incomplete entries or entries including false information will not be eligible.

4.3. Entry Period: Entries submitted from 00:01 BST on Friday 1st August 2025 to 23:59 BST on Saturday 31st August 2025 inclusive will be entered into the Prize Draw

4.4. Leisure Resorts reserves the right to extend the entry period

4.4. By submitting an enquiry via the aforementioned routes, the enquirer acknowledges and agrees that their contact information will be used by Leisure Resorts for legitimate business purposes to contact them regarding their ownership enquiry.

5. The Prize

5.1. There are two (2) prizes in total, one for each prize draw period. Each prize consists of:

1. A 4-night hot tub escape for up to four (4) people (based on two-bedroom lodge accommodation, of Leisure Resorts’ choice) at a Leisure Resorts park of the winner’s choice (subject to availability and Leisure Resorts’ discretion).
   b. A VIP welcome hamper
   c. A £200 voucher to spend in the Bar & Restaurant at the chosen Leisure Resorts park during the stay.

5.2. Pets can be added to the booking at an additional cost of £13 per pet, per night, payable by the winner directly to Leisure Resorts.

5.3. The prize must be taken between Monday, 8th September 2025 and Monday, 15th December 2025 inclusive, excluding the October Half Term period(s)

5.4. The prize is non-transferable, non-refundable, and no cash alternative will be offered.

5.5. The prize does not include travel to and from the chosen park, activities not explicitly stated, personal expenses, or any other costs.

5.6. Leisure Resorts reserves the right to substitute the prize with an alternative prize of equal or greater value in the event of unforeseen circumstances or if the original prize becomes unavailable.

6. Winner Selection and Notification

6.1. The winner will be selected at random from all eligible entries received during Entry Period. The draw will be completed during the week commencing Monday 1st September 2025. The winner will be notified via email on or before Friday 5th September 2025.

6.3. The winner will also be announced on Leisure Resorts’ official Social Media channels (Facebook, Instagram) following an email notification.

6.4. The winners must respond to the notification email within seven (7) calendar days to accept their prize and provide requested details for booking. Failure to respond within this timeframe may result in forfeiture of the prize, and Leisure Resorts reserves the right to select an alternative winner.

6.5. Leisure Resorts’ decision is final, and no correspondence will be entered into.

7. Prize Fulfilment

7.1. Once the winner has accepted the prize, Leisure Resorts will contact them to arrange booking details, subject to availability within the specified prize redemption period.

7.2. All bookings are subject to Leisure Resorts’ standard booking terms and conditions for holiday breaks, available on their website at [Leisure Resorts Website / Booking T&Cs Link].

8. Publicity

8.1. By accepting the prize, the winner agrees to participate in reasonable publicity relating to the prize draw, which may include their name and likeness being used in promotional materials, social media posts, and on Leisure Resorts’ website.

8.2. The winner’s name (surname and county) will be made available upon request to those who send an email to marketing@leisureresorts.co.uk within one month of the prize draw closing date.

9. Data Protection

9.1. Any personal data collected during the course of this prize draw will be processed in accordance with Leisure Resorts’ Privacy Policy, available at leisureresorts.co.uk/our-privacy-policy, and in compliance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

9.2. By entering the prize draw, participants consent to their personal data being used for the purposes of administering the prize draw and for contacting them regarding their ownership enquiry.

10. General Conditions

10.1. Leisure Resorts reserves the right to disqualify any entry found to be in breach of these terms and conditions or to be fraudulent.

10.2. Leisure Resorts reserves the right to cancel or amend the prize draw or these terms and conditions at any time without prior notice if circumstances make this unavoidable.

10.3. Leisure Resorts accepts no responsibility for entries that are lost, delayed, misdirected, or incomplete, or cannot be delivered or entered for any technical or other reason. Proof of sending is not proof of receipt.

10.4. Leisure Resorts will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this promotion or accepting or using the prize, except for any liability which cannot be excluded by law (including personal injury, death and fraud) in which case that liability is limited to the minimum permissible by law.

10.5. These terms and conditions shall be governed by English law, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

1. Promotional Choices

Eligible customers are entitled to select one (1) of the three (3) following promotional bundles, each carrying a value of £5,000.00:

• Choice 1: An Additional Site Fee Credit to the value of £5,000 applied to the ownership account
• Choice 2: An Outdoor Living Bundle, with a £5,000.00 budget for items from approved suppliers.
• Choice 3: A Tech Bundle, with a £5,000.00 budget for items from an approved supplier.

2. Redemption of Promotional Bundles

• Choice 1: Additional Site Fee Credit: The £5,000.00 credit shall be applied to the customer’s ownership account. This credit may be applied against future site fees after any initial complimentary site fee period has expired. This credit holds no cash value, is non-transferable, and may not be exchanged for cash.
• Choice 2 & 3: Outdoor Living and Tech Bundles: Leisure Resorts shall undertake all necessary arrangements to procure the selected items from its designated supplier base. This option holds no cash value, is non-transferable, and may not be exchanged for cash.

3. Product Selection and Procurement

• Leisure Resorts shall make its best efforts to procure the specific items selected by the customer. However, due to factors including but not limited to supplier availability, stock levels, or other unforeseen circumstances, Leisure Resorts reserves the right to offer substitute items of comparable value and quality.
• The final selection of items for Choices 2 and 3 is subject to approval by Leisure Resorts. The aggregate value of the selected items may not exceed the £5,000.00 budget. Any unused portion of the £5,000.00 budget will be forfeited by the customer and shall hold no cash value.
• Any items selected which exceed the £5,000.00 budget shall be the sole financial responsibility of the owner, who must settle the difference.

4. Delivery and Installation

• Items procured under Choices 2 and 3 shall be delivered to the customer’s lodge within sixty (60) days of the lodge handover date. Leisure Resorts assumes no liability or responsibility for the installation of these items unless such an obligation is explicitly stated and agreed upon in a separate written agreement. Delivery timelines are subject to change based on supplier and shipping schedules.

5. General Conditions

• This Offer is non-transferable and holds no cash redemption value.
• Leisure Resorts reserves the right, in its sole discretion, to modify, suspend, extend, or terminate this promotion at any time without prior notice. The decision of Leisure Resorts is final.
• All items procured through this promotion are subject to the manufacturer’s warranty and terms of service. Leisure Resorts does not provide a warranty for these items.

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 and regulated by the Financial Conduct Authority, Firm Reference Number (FRN) is 775107. This information can be checked on the Financial Services Register by visiting the FCA’s website https://register.fca.org.uk or by contacting the FCA on 0800 111 6768. Leisure Resorts Limited is a credit broker, not a lender.

We can introduce you to Santander who may be able to finance your holiday home. There are other funders to which we cannot introduce you which may also be able to offer you finance. You don’t have to pay us for our credit broking service, but the lender may pay us a commission for introducing you to them, which is typically based on a fixed percentage of the amount borrowed. If we are successful in obtaining an offer of finance for you and you would like to know the amount (or likely amount) of commission we receive and how that amount has been calculated, please contact us.

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.

For full terms and conditions please write to us at:

Leisure Resorts Limited,
c/o Ullswater Heights Holiday Home & Lodge Park,
Silver Howe,
Newbiggin,
Penrith,
Cumbria
CA11 0JB

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 Limited,
c/o Ullswater Heights Holiday Home & Lodge Park,
Silver Howe,
Newbiggin,
Penrith,
Cumbria
CA11 0JB

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 Limited,
c/o Ullswater Heights Holiday Home & Lodge Park,
Silver Howe,
Newbiggin,
Penrith,
Cumbria
CA11 0JB

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.

• Your manufacturer warranty cover details, including its start date, can be found in your Manufacturer Owners Handbook, provided in your Handover Pack. Your Leisure Resorts Package begins from the date of Handover and cannot be transferred.
• The dates set by the manufacturers precede the Leisure Resorts warranty offering.
• Claims must be reported to the park using the relevant claims form. You will receive an acknowledgement that your claim has been received within 72 hours and confirmation if it has been accepted or rejected within 14 working days.  Failure to log jobs this way may result in them being rejected, especially if the time has passed when they would no longer be covered.
• Leisure Resorts has agreements with holiday home manufacturers to repair and/or replace certain elements included in the holiday home warranty on their behalf. We reserve the right to repair and/or replace at our absolute discretion.
• Claims not covered/rejected by your manufacturer’s warranty will not be covered by Leisure Resorts Warranty.
• The warranty cover is only applicable to components which for part of the manufacturer’s standard specification. Damage or defects caused because of alterations made to the holiday home after the handover date are not covered.
• The Leisure Resorts Warranty is related to the holiday home itself. You will be informed of your warranty on other items/works received.
• In the interest of safety, repairs must be completed by:

1. 1. A qualified member of the Leisure Resorts team
   2. An appointed member of the manufacturer’s support team
   3. An externally appointed qualified representative of Leisure Resorts and/or the manufacturer.

• Where feasible, Leisure Resorts will try to match any replacement on a like-for-like basis. In Instances where this Is not possible, we reserve the right to substitute as necessary and will not be held responsible for any costs associated with the differences.
• Please refer to your Leisure Resorts Repairs Charter for expected timescales on claims that are accepted.
• If correspondence from you has been requested to investigate your claim further, this must be received within 14 working days of request. If this isn’t received at this time, the case will be closed and will need to be processed again.  If the time has passed when this is no longer covered under warranty, the claim would be rejected.
• Reasonable wear and tear of the holiday home is deemed as expected and, as such, is not covered by the warranty.
• It is the sole responsibility of the holiday home owner to ensure regular maintenance Is carried out on their holiday home. The warranty cover excludes deterioration caused by neglect and/or failure to complete regular maintenance.
• For your Warranty to remain valid you must book an annual Winterisation (Drain Down) with Leisure Resorts and comply with the Winterisation T&Cs. Failure to do so will result in your warranty package becoming null & void in its entirety
• Damage and/or detects caused because of corrosion, condensation, damp, mildew fungus, dry rot, leakage and ingress of water are not covered unless they are a result of a manufacturing deficiency.
• Failure to prevent further damage occurring in the interim of requested works being considered, agreed and completed will void all future warranty relating to that area/item.
• Where applicable, warranty cover is limited to the cost necessary to complete the repair of the damage and/or defect reported through the relevant channels. Labour costs will not be covered where stated above.
• Cosmetic damage which does not impair the structural stability or weatherproofing of the holiday home must be reported within 48 hours of handover to guarantee acceptance. Claims made after this date may be rejected.  The aforementioned cosmetic damage is covered in year one (1) only for a new holiday home. Cosmetic damage is excluded from the warranty cover for a pre-owned holiday home.
• Pre-owned holiday homes are sold at a price that reflects any previous wear and tear and/or damage. Repairs that do not comply with the clear T&Cs will not be covered by warranty; additionally, future wear & tear consistent with the age of the unit will not be covered.
• The warranty cover excludes anything that should be covered as part of a fully comprehensive insurance policy, including loss and /or damage to your holiday home or its contents because of fire, flood, severe weather conditions, theft or attempted burglary, or malicious/accidental damage.
• The warranty cover for a used holiday home excludes any damage and/or defect highlighted at the time of purchase and/or within handover documentation.
• All soft furnishings in a used holiday home, including (but not limited to) carpets, seating, light shades, beds, curtains, blinds, and mattresses, are excluded from the warranty cover.
• You will receive a confirmation once a claim has been completed and closed. If you feel this has not resolved the issue reported, you must log a new claim.  There is no guarantee that this claim will be accepted.
• Disrespectful or abusive behaviour towards the team dealing with your claims will not be tolerated, and your Leisure Resorts warranty will be revoked should this occur.

The terms of the warranty cover do not affect statutory rights. For more information on these, please contact The Citizens Advice Bureau, Trading Standards or the local authority.

For full details of our new & pre-owned warranties, please click here