Complaints Policy and Procedure

Complaints Policy and Procedure

We value feedback from our guests. If you received a good service or have ideas about how we can do better please let us know. If something does go wrong, please report the problem to us as quickly as possible. We can often quickly put right simple mistakes and misunderstandings.

What is a complaint?

A complaint is when you tell us you are unhappy with:

· something we failed to do, including meeting our Standards for Guests (see Related Documents).

· something we have done, but should not have done

· an error we have made

· our Standards for Guests

We hope to resolve most complaints quickly and informally to your satisfaction if we can.

Our attached Complaints policy and procedure outlines how we will resolve complaints.