We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

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Complaints relating to cleanliness or property condition 

All complaints relating to cleanliness or property condition must be reported within one (1) hour of check-in or arrival at the property. Upon receiving a timely complaint, we will arrange for a cleaner to attend the property and rectify the reported issue.

If the guest declines the offered cleaning service or refuses access to the property for rectification, this shall be deemed as acceptance of the property in its current condition. In such cases, any subsequent disputes or claims for compensation relating to the reported issue will be considered null and void. Complaints submitted after the check-out date will not be accepted under any circumstances. No compensation, refund, or dispute will be considered once the guest’s stay has been completed.

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What will happen next?

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• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
   

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

S.R.I.C LTD Membership No: PRS028407
 

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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