How to complain
We take all complaints seriously.
If you have a complaint about the services provided to you by any of Meadow Bay Villages Manco Limited, Country and Coastal Parks 1 Limited, Country and Coastal Parks 2 Limited or Country and Coastal Parks 3 Limited, we will handle the complaint according to our customer complaints process.
We will treat as a “Regulated complaint” any oral or written expression of dissatisfaction, whether justified or not, and received from or on behalf of a person and about the provision of or failure to provide a financial service, which alleges that the complainant has suffered or may suffer financial loss, material distress or material inconvenience.
We will treat any other complaint as a general complaint.
Please make your complaint by emailing our Complaints Officer at [email protected], or by writing at Complaints Officer, Meadow Bay Villages Manco Limited, 100 Avebury Boulevard, Milton Keynes, United Kingdom MK9 1FH.
1. Regulated Complaints
What happens next?
We will acknowledge your complaint promptly and will tell you who will be dealing with your complaint.
We aim to resolve complaints straight away, but it may take longer if it is complex. If we can’t settle your complaint within 3 business days, we will write to you to keep you updated on its progress and aim to resolve it as soon as possible, but at the latest within 8 weeks. We will let you know:
• Why we have not resolved the complaint
• Who is dealing with the complaint
• When we will get in touch again.
2. Complaints settled within 3 business days
If we consider that we have resolved a complaint to your satisfaction within 3 business days, we will send you a “Summary Resolution Communication”, which:
• refers to the fact you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
• tells you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
• indicates whether or not we consent to waive the relevant time limits (normally you must make any reference to the Financial Ombudsman Service within 6 months of our final decision, and if you do not refer your complaint in time the Ombudsman will not have our permission to consider your complaint and so will be able to do so only under very limited circumstances, such as if it believes the delay was the result of exceptional circumstances),
• provides the website address of the Financial Ombudsman Service;
• and refers to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:
• We consider that doing so may better meet your needs; or
• We have already been using another method to communicate about the complaint.
3. If we can’t agree with you how to solve the complaint
If we haven’t been able to agree a solution with you within 8 weeks of receiving your complaint, we will write to you either
• explaining the delay and letting you know when we hope to provide a final decision or
• sending you our final decision letter which will explain our final views on the complaint.
We will keep you informed regularly about the progress of your complaint, but if you need an update please get in touch with the person dealing with it.
We aim to resolve all complaints about our regulated business internally, but if you’re not happy with our final decision letter, or if we haven’t resolved the complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service.
4. The Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email: [email protected]
Further helpful information can be obtained from visiting their web site at:
www.financial-ombudsman.org.uk
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your lender. They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement
If you are not satisfied with their response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of their final response letter to you.