OUR COMPLAINTS POLICY
WE DEAL WITH COMPLAINTS IN A FAIR AND APPROPRIATE MANNER AND TRY TO RESOLVE ANY COMPLAINT TO THE SATISFACTION OF ALL INVOLVED. WE HAVE THEREFORE ADOPTED THE FOLLOWING COMPLAINTS PROCEDURE FOR HANDLING COMPLAINTS. BEFORE DECIDING WHETHER OR NOT TO MAKE A COMPLAINT PLEASE REVIEW OUR T&CS AS YOU MAY FIND THE ANSWER YOU ARE LOOKING FOR THERE.
THIS COMPLAINTS POLICY DOES NOT AFFECT YOUR STATUTORY OR OTHER LEGAL RIGHTS.
WHO IS YOUR COMPLAINT AGAINST
If your complaint is about the services that we provide to you, we will deal with your complaint under the procedure below.
If your complaint is about your experience or service received at the Golf Course, in the first instance you should direct your complaint to the Golf Course in question. If you are not satisfied with their response or resolution, then please contact us and we will try to remedy the situation between you and the Golf Course. However, please note, we are not responsible for the actions or omissions of the Golf Course and we cannot control or mandate that they do anything, including providing you with a resolution or remedy.
HOW TO MAKE A COMPLAINT
Any person wishing to make a complaint can do so by contacting us via one of the following methods:
FAO: Complaints Department
City Quays 1
���7 Clarendon Road
Phone:(Free phone) 00800 3639 3639
9am – 5pm (Monday to Sunday, excluding 25 December)
All complaints should be as detailed as possible and where applicable evidence should be provided. Please ensure you provide appropriate contact details so we can communicate with you.
Please note we may require proof of identity before discussing or engaging with you about your complaint, we do this to make sure that we only communicate about personal issues with the relevant person or someone duly authorised on their behalf.
We ask that when making your complaint you should be courteous and fair in your communications with us and our members of staff.
Where possible we will endeavor to resolve your complaint at the time it is made. In the circumstances that we are unable to do so (for whatever reason), we will process your complaint into our Resolution Process below.
HANDLING YOUR COMPLAINT
Upon receipt of any complaint, your details will be processed and allocated to an appropriate member of our Customer Service team (Case Handler).
Within 5 days the relevant Case Handler will acknowledge receipt of your complaint.
The acknowledgement may also ask you to:
- (i) provide further information about the complaint; and/or
- (ii) provide additional evidence to be reviewed as part of the complaint; and/or
- (iii) provide proof of identity.
RESOLUTION PROCESS – STAGE ONE
We aim to resolve any complaint within 14 days of you making the complaint and providing relevant information. We will always confirm the outcome in writing to you (via email).
Sometimes we may not have completed our investigations and therefore will need to extend the response time beyond the 14 days. We will always keep you updated with timescales as and when necessary.
RESOLUTION PROCESS – STAGE TWO
If you are not happy with our response at Stage One, you may request a review of your complaint by Head of Complaints. Your request must be sent to the above email address who will forward the request to the Head of Complaints for the review.
You should expect an acknowledgement to your request within 5 days and a full response within 14 days (from the date of your request) unless we let you know otherwise.
CONFIDENTIALITY & RECORD KEEPING