COMPLAINTS POLICY
RAMERISH HOLIDAY COTTAGES
WHO WE ARE
Owner
(referred to a.
‘we/us/our’)
Ramerish Holiday Cottages
Name or title of
Manager/Proprietor
Jennifer Wilson
Address
Ramerish Holiday Cottages
Lochenbreck
Laurieston
Castle Douglas
DG7 2PY
Telephone
07515 825876
Email
HOW WE WILL USE ANY INFORMATION YOU GIVE TO US
Any information given to us in connection with a complaint will be processed in accordance with the law and our privacy policy:
Location of Privacy Policy – www.ramerish.co.uk
WHY WE NEED A COMPLAINTS POLICY
We aim to provide excellent services and products but we do understand that things can go wrong. If that happens, we want to know so that we can put the problem right and improve.
We hope you will contact us as soon as possible if you are unhappy. Many problems can be sorted quickly and informally. Sometimes a delay may mean that this chance is lost.
We also commit to investigating a complaint under a formal procedure where we have not been able to sort it out informally, or that is not appropriate for any reason. This may be because the complaint is particularly serious or affects the rights of third parties, for example.
HOW TO MAKE A FORMAL COMPLAINT
We keep formalities to a minimum but we do ask you to make sure that our Manager/Proprietor is personally aware of a complaint if you wish us to consider it formally. Their details are above and you may contact them via telephone, email or by letter as you prefer.
If they are absent from work, then we will tell you about the cover arrangements. Please make sure when you contact us that you leave your own contact details.
WHETHER WE WILL INVESTIGATE YOUR FORMAL COMPLAINT
You may ask us to use the formal procedure for a complaint at any time and we will do so unless there is a good reason. For example, we may refuse to investigate a complaint which is the same as, or very similar, to a previous complaint which we resolved or rejected.
We may also decide ourselves that we wish to use the formal procedure for your complaint.
OUR FORMAL COMPLAINTS PROCEDURE
We will usually take the steps below. If we decide to take other steps, or if there is to be a delay, we will tell you and explain why.
Step 1 is to acknowledge your complaint by email or letter. We aim to do so within one week of receiving your complaint.
Step 2 is to investigate your complaint. We aim to complete our investigation within three weeks of receiving your complaint. However, this step may take longer in some cases. We want to be sure that we understand why you are unhappy, whether the complaint is justified and if so, what the options are for resolving it.
Step 3 is to respond to your complaint. We will tell you whether we have upheld your complaint in full or in part, or rejected it. Where appropriate, we will apologise to you and we will propose a solution. We aim to do this within one week of completing our investigation.
Step 4 is for you to tell us whether you accept our response to your complaint. If you do so, then that is the end of the procedure.
Step 5, if you do not accept our response, is for you to ask us to reconsider. You must ask us no later than three weeks from the date on which we send our response. For example, if we send you our response on 1 May then you must ask us no later than 22 May. This time limit applies in the same way whether we have sent you our response by email or post.
Step 6 is for us to reconsider your complaint. We will send you our final decision within four weeks of your request for reconsideration.
OTHER OPTIONS IF YOU ARE NOT SATISFIED WITH OUR DECISION
If your complaint relates to goods or services purchased online, you can also find information online about the Online Dispute Resolution platform (https;??ec.europa.eu/consumers/odr/main/?event=main.home.show). It is intended for contractual disputes that arise from buying goods or services online. Please note that neither party is under obligation to use this service.
YOUR STATUTORY RIGHTS
Nothing in these conditions will reduce your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.