Holiday Complaints Procedure
Wyldecrest Parks is committed to providing an excellent service to our customers and residents. However, we understand that there may be times when you feel unhappy with the service you receive and wish to make a complaint.
Please note that complaints not relating to holidays should be submitted via our residential complaints procedure.
The Initial stage of any complaint is to raise your concerns with our staff on park, Ideally with your park manager. If matters cannot be resolved satisfactorily at a park level and you wish to take your complaint further, then we will ask you to follow our complaints procedure as detailed below:
- Complete our online holiday complaints form which you can find below or write to Customer Care, Wyldecrest House, 857 London Road, Grays, RM20 3AT.
- Provide us with as much information as possible regarding your complaint which MUST include your booking reference number.
- After receiving the complaint in writing, we will acknowledge it within 5 working days or 48 hours if more urgent. The following information may be included in the acknowledgement you receive: Confirmation of who/which department is dealing with the complaint; Clarification of our understanding of the complaint; Confirmation that the complaint will be investigated further if necessary; Request for further information if necessary for us to proceed with the investigation.
- We always endeavour to have the complaint investigated and dealt with within 28 days. If this is not possible, we will let you know, explain the reason for the delay and inform you of the additional timeframe required. The final response should be provided no later than 8 weeks from the receipt of a complaint.
Please note that if your complaint is related to a holiday booking made via a third party company, you will need to contact them firstly and follow their own complaints policy. We cannot be held responsible for conditions outside of our control or miscommunication from such 3rd parties.