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Complaints Policy

Last updated: 25/11/25

At RV Lodges, we aim to provide high-quality accommodation and excellent customer service.
If something goes wrong, we want to hear from you so we can put it right quickly and improve our services.

This Complaints Policy explains how you can raise a complaint and how we will handle it.

Contact details:
Phone: 07875 037002
Email: info@rvlodges.co.uk
Address: Guisborough, North Yorkshire

1. What is a complaint?

A complaint is any expression of dissatisfaction about:

  • The quality or condition of the accommodation

  • The service provided by RV Lodges staff

  • Booking processes or communication

  • Health and safety concerns

  • Any aspect of your stay that did not meet reasonable expectations

We encourage you to report issues as soon as they arise so we have the opportunity to resolve them during your stay.

2. How to make a complaint

You can make a complaint through any of the following channels:

2.1 During your stay

Please speak to us straight away by phone or email. We will always try to resolve the issue promptly.

2.2 After your stay

If you wish to raise a complaint after departure, please contact us within 28 days of checking out.

Provide as much information as possible, including:

  • Your name and contact details

  • Booking reference (if applicable)

  • Dates of your stay

  • A clear description of the issue

  • Any photos or evidence (optional but helpful)

3. How we handle complaints

3.1 Acknowledgement

We will acknowledge complaints submitted by email within 3 working days.

3.2 Investigation

We will review all relevant information, which may include:

  • Booking records

  • Staff reports

  • Maintenance logs

  • Photos or evidence you provide

3.3 Response

You will receive a written response within 10 working days, outlining:

  • The findings of our investigation

  • Any actions taken or proposed

  • Whether compensation or goodwill gestures apply

If the issue is complex and requires more time, we will notify you of the delay and provide an updated timeframe.

4. Outcomes & Resolutions

Outcomes may include (where appropriate):

  • An apology

  • Repairs or corrective action

  • A replacement stay (in limited circumstances)

  • Partial refund or goodwill voucher

  • No further action (where the complaint is unfounded)

Compensation is considered on a case-by-case basis and is not guaranteed.

5. If you are not satisfied

If you are unhappy with our final response, you may request a further review by a senior member of staff.
We aim to provide a follow-up decision within 10 working days.

As RV Lodges is not part of any statutory alternative dispute resolution (ADR) scheme, external resolution options may be limited. However, you retain the right to seek independent advice or pursue the matter through the courts if you choose.

6. Recording complaints

We keep a record of all complaints received.
This helps us:

  • Identify recurring issues

  • Improve guest experience

  • Enhance quality and safety standards

All complaint information is handled in accordance with our Privacy Policy and UK GDPR requirements.

7. Contact Us

If you wish to make a complaint or discuss anything in this policy, please contact:

RV Lodges
Phone: 07875 037002
Email: info@rvlodges.co.uk
Address: Guisborough, North Yorkshire