Complaints Policy
Please read through our complaints policy before using our services.
This complaints policy explains how:
- you, the customers, can raise a complaints about our services; and
- how we will deal with complaints
We will always aim to provide high quality services and to provide a high standard of customer care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.
How to make a complaint:
If you would like to make a complaint, you can do so via any of the following methods:
Telephone
You can complain via telephone on: 07990533574
You can complain via email to: sbcampinfo@gmail.com
Information
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- The type of services we have provided to you
- A key summary of the problem or problems you have experienced and why the services were not satisfactory
What to expect
Complaints will be processed and looked at during our business hours which are:
Monday to Friday 8am - 6pm
Complaints will be dealt with by our complaints manager: Thebe Blackie
Acknowledgement
We will acknowledge your complaint within 14 business days of our receipt of it
Investigation
Our complaints manager will then conduct a thorough investigation into your complaint. Our complaints manager may need to contact you in order to obtain further details during the investigation.
Response
A response to your complaint will be ordinarily be provided to you via email.
Our complaints manager will ordinarily provide the full response within 28 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case our complaints manager will contact you to tell you, and you will be provided with a revised time frame within which you should expect to receive a response. You will receive regularly updates thereafter.
Our complaints manager may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:
- A full refund
- A partial refund
- Provision of the services again
We will offer the solution which our complaints manager judges is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we may offer, although there may be occasions where we offer a different solution where this is appropriate.
If our complaints manager does not agree with your grounds of complaint, you will provided with full details to explain why this is the case.
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.
Please contact us if you wish to invite us to engage in any methods of Alternative Dispute Resolution.
Information about your equal rights as a consumer can be found on the Citizens Advice Bureau website.