Dream Cottages Complaints Procedure

Dream Cottages Limited Complaints Policy

Our promise to you

As soon as we have received the full details of your complaint we promise to acknowledge its receipt to you within 5 working days. As we may have to liaise with property owners for their response to your complaint, which can be a time consuming process, some complaints may take longer to resolve than others. In any case we will normally take no more than 30 days to respond fully to your issue. There may be occasions when we require additional information or responses from you to complete our investigation. When this is the case we will allow 7 days for your response, this in turn may delay the investigation, should this be the case we will endeavour to fully resolve your issue within 3 months from the initial complaint being raised, you will be kept informed of the progress of your complaint at all times.

How to make a complaint

You can make a complaint in writing (email or letter), in person or via telephone. All complaints made by telephone or in person must also be confirmed in writing within 7 days before the complaint can be fully progressed. You must state your booking reference number in the correspondence and clearly mark the title of the letter/email as a complaint. You will be given a unique complaint reference number which identifies you and your complaint; this should be quoted in any further correspondence with Dream Cottages Limited. Should you be contacting us on behalf of somebody else we may require you to provide us with proof of that persons’ consent to your making and dealing with the complaint on their behalf.

The complaint process

Once a complaint has been received it will be dealt with, in the first instance, by the Property Manager for the property concerned. If you are not happy with the resolution of the complaint by the Property Manager your complaint will be escalated to the Senior Property Manager and, if still not satisfied, your complaint will be escalated to the Managing Director of Dream Cottages Limited.

If you are still not happy about the resolution of the complaint and require independent advice about your rights as a consumer or how to progress a complaint, you can contact Consumer Direct. Consumer Direct is a service operated by the Office of Fair Trading. They offer practical advice via the telephone and on-line. Please be aware that Consumer Direct cannot make a complaint on your behalf or provide advice on specific issues concerning Dream Cottages Limited. Complaints will be fully investigated and may necessitate further information being obtained from the complainant, the property owner, Dream Cottages Limited or any external witnesses.

Contact Details

Dream Cottages Limited

Web: www.dream-cottages.co.uk Email: customer_relations@dream-cottages.co.uk

In writing:

Dream Cottages Limited 4 Hope Square Weymouth Dorset DT4 8TR

Telephone

01305 789000 9am – 7pm Monday to Friday 9am – 6pm Saturday 10am – 4pm Sunday

Citizens Advice Consumer Service

Web: Citizens Advice Consumer Service Telephone: 08454 04 05 06