Complaints Policy for Tide Property Ltd T/A AV Stays

1. Introduction

At Tide Property Ltd, we value our guests and strive to provide the highest level of service. However, we understand that there may be times when things do not go as planned. This complaints policy outlines how we will handle any complaints to ensure that they are addressed fairly, promptly, and effectively.

2. How to Make a Complaint

If you have a complaint, please follow these steps:

1. Request a Complaint Form: Email [email protected] to request a copy of our complaints form.

2. Complete the Form Fill out the complaints form thoroughly, providing as much detail as possible about your complaint, including your booking reference and any supporting documentation or photographs.

3. Submit the Form: Send the completed form back to us via email at [email protected]

4.Investigation: Senior management will investigate your complaint and provide a response within 28 days.

3. Acknowledgement of Complaints

Upon receiving your complaint, we will acknowledge it within 2 working days. This acknowledgment will include information about the next steps in the complaint process.

4. Investigation

1. Initial Review

We will conduct an initial review of your complaint, which may involve: – Reviewing booking details and communication history. – Contacting relevant staff or third parties involved. – Gathering any additional information needed.

2. Resolution Timeframe

We aim to complete our investigation within 28 days. If we require more time, we will inform you of the reasons for the delay and provide a revised timeframe.

5. Outcome

After the investigation, we will communicate our findings to you via email. The outcome may include: – An apology if the complaint is upheld. – An explanation of any actions taken to resolve the issue. – Information on any compensation, if applicable.

6. Escalation

If you are not satisfied with the outcome, you may escalate your complaint. Please follow these steps: 1. Request a Review: Submit a request for a review of your complaint within 14 days of receiving our response. Provide any additional information that you feel is necessary. 2. Final Decision: We will review your request and respond with a final decision within 14 working days.

7. Confidentiality

All complaints will be handled with confidentiality. We will only disclose information to those directly involved in the investigation or resolution of the complaint.