Dream Cottages Limited Complaints Policy
Dream Cottages Limited is committed to delivering a professional, courteous, reliable and consistent service at all times during your stay with us. If, however, at any time during your stay you are unhappy with the service or facilities we have provided for you on behalf of the property owner, this guide is designed to inform you how to raise your compliant, how it will be dealt with and the time frame for replying.
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 quote COMPLAINT – (Booking Reference Number) in all correspondence, this will be your unique reference number. Should you be contacting us on behalf of somebody else we will 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 / Customer Services Supervisor for the property concerned. If you are not happy with the outcome of the complaint by the Property Manager / Customer Services Supervisor your complaint will be escalated to the Senior Property Manager for final resolution.
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 the Citizens Advice Consumer Helpline. The citizens advice consumer helpline is a service operated by citizens advice bureau. They offer practical advice via the telephone and on-line. Please be aware that the citizens advice consumer helpline 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.
Dream Cottages Limited Consumer Direct
Email: firstname.lastname@example.org Telephone: 03454 04 05 06
Dream Cottages Limited
4 & 5 Hope Square
Telephone: 01305 789000
Quality Assesment and Star Rating
Turnstone Assessments quality assess and issue the star rating of each property. If your complaint is about either the quality standard or star rating of a property you have stayed in, your compliant should be directed to Turnstone Assessments at:
Full details of the Quality Assessment and Star Ratings can be found at: http://turnstoneassessments.co.uk/services