Terms & Conditions

Ownership Sales Promotions

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Leisure Resorts Warranties

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Ownership Warranty Terms & Conditions

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. 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

Ownership Terms & Conditions

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Holiday Maker Complaints

At Leisure Resorts, we strive to provide the highest level of customer service and satisfaction; however, we understand things do sometimes go wrong. In the unlikely event you need to complain, here’s what to do:

Contact the park team immediately

If you have a complaint during your stay, please do not hesitate to contact our dedicated on-park team. You can visit the main office to speak directly with them, or they can be contacted by phone, email and via the app.

Your complaint will be acknowledged, and you will receive further correspondence within 24 hours of receipt. All our complaints are assigned to one of our dedicated Customer Care Team, who will look after you throughout your complaints process.

Claims will be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns during your stay.

Escalation

If your holiday is over and you feel that your complaint has not been adequately resolved, or you are not satisfied with the outcome, you can contact our central team within 14 days of your departure date.

The team can be contacted via e-mail complaints@leisureresorts.co.uk, please include your reference number, park visited and any relevant documents or evidence of the issue(s) you experienced.

Your complaint will be reviewed by a senior member of our management team. They will conduct a comprehensive review of the matter and provide you with a final response and resolution, should it be required, within 21 days.

Alternatively, guests who have booked through our booking partner Hoseasons, have the option to escalate a complaint to them directly via email to customercare@hoseasons.co.uk within 28 days of returning from your stay.

Conclusion

We value your feedback and see it as an opportunity to improve our services. We encourage you to provide us with any suggestions or recommendations on how we can enhance our processes and prevent similar issues from arising in the future.

Your feedback is invaluable in our continuous efforts to deliver exceptional experiences to our guests and owners.

Thank you for choosing Leisure Resorts. We appreciate your feedback and the opportunity to improve our services.

Owner Complaints

At Leisure Resorts, we strive to provide the highest level of service and satisfaction to our Owners; however, we understand things do sometimes go wrong. In the unlikely event you need to complain, here’s what to do:

Contact the park team

If you experience any issues throughout your ownership with Leisure Resorts, please do not hesitate to contact your dedicated on-park team. You can visit the main office to speak directly with them, or they can be contacted by phone, email and via the app.

Your complaint will be acknowledged, and you will receive further correspondence within 48 hours of receipt. All complaints will be dealt with by our Owner Services Manager, who will keep you regularly updated with their progress. Where necessary, complaints may be passed to the General Manager to handle, and you will be informed of this change.

Our aim is to conclude all complaints made at park level, within 14 working days.

Escalation

If you feel your complaint has not been adequately resolved, or you are not satisfied with the outcome, you can contact our central team to assist.

The team can be contacted via e-mail complaints@leisureresorts.co.uk, please include your name, pitch number, park and any relevant documents or evidence.

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,
PO Box 303,
Kendal,
Cumbria
LA9 9GX

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.