Park Owner (referred to as “we/us/our”) – W. F. Towers & C. H. Towers.
Other Group Companies – We will always tell you the name of the company which is responsible for your complaint.
Name or Title of Customer Service Manager – Mr W. F. Towers.
Address – Blackmoor Road, Oxenhope, Keighley, BD22 9SS.
Telephone – 01535 644 242
Email – info@upwoodpark.co.uk
1. Any information you give to us in connection with a complaint will be processed in accordance with the law and our privacy policy:
Location of privacy policy: The Office @ Upwood Holiday Park.
2. We aim to provide excellent services and products but we do understand that things can go wrong. If that happens we want to know so that we can put the problem right and improve.
3. We hope you will contact us as soon as possible if you are unhappy. Many problems can be sorted out quickly and informally. Sometimes a delay may mean that this chance is lost.
4. However, we also commit to investigating a complaint under a formal procedure where we have not been able to sort it out informally, or that is not appropriate for any reason. This may be because the complaint is particularly serious or affects the rights of third parties, for example.
5. We keep formalities to a minimum but we do ask you to make sure that our Customer Services Manager is personally aware of a complaint if you wish us to consider it formally. Their details are above and you may contact them via the site office or call, write or email as you prefer.
6. If they are absent from work, then we will tell you about the cover arrangements. For example, if you telephone our Customer Services Manager when they are away you may receive a voicemail message telling you who to call.
7. Please make sure when you contact us that you leave your own contact details.
8. You may ask us to use the formal procedure for a complaint at any time and we will do so unless there is a good reason. For example, we may refuse to investigate a complaint which is the same as or very similar to a previous complaint which we have resolved or rejected.
9. We may also decide ourselves that we wish to use the formal procedure for your complaint.
10. We will usually take the steps below. If we decide to take other steps, or if there is to be a delay, we will tell you and explain why.
11. Step 1 is to acknowledge your complaint by email or letter. We aim to do so within one week of receiving your complaint.
12. Step 2 is to investigate your complaint. We aim to complete our investigation within three weeks of receiving your complaint. However, this step may take longer in some cases. We want to be sure that we understand why you are unhappy, whether the complaint is justified and if so what the options are for resolving it.
13. Step 3 is to respond to your complaint. We will tell you whether we have upheld your complaint in full or in part, or rejected it. Where appropriate, we will apologise to you and we will propose a resolution. We aim to do this within one week of completing our investigation.
14. Step 4 is for you to tell us whether you accept our response to your complaint. If you do so, then that is the end of the procedure.
15. Step 5, if you do not accept our response, is for you to ask us to reconsider. YOU MUST ASK US NO LATER THAN THREE WEEKS FROM THE DATE ON WHICH WE SEND YOU OUR RESPONSE. For example, if we send you our response on 1 May then you must ask us no later than 22 May. This time limit applies in the same way whether we have sent you our response by email or post.
16. Step 6 is for us reconsider your complaint. We will usually ask a more senior member of the business to do this and send you our final decision within four weeks of your request for reconsideration.
17. We are members of the British Holiday & Homes Park Association. If, after receiving our final decision, you are still not satisfied then you may refer your complaint to their Conciliation Service in one of the following ways:
17.1. by post to BH&HPA, 6 Pullman Court, Great Western Road, Gloucester, GL1 3ND;
17.2. by telephone on 01452 526 911; or
17.3. by email at enquiries@bhhpa.org.uk
18. This service is free of charge to you.
19. If you have a contract with us, such as a licence agreement, then this may contain further options.
20. Nothing in these conditions will reduce your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.
