NCC Best Practice Guidance 03.2023 - Flipbook - Page 36
NCC BEST PRACTICE GUIDANCE
For Holiday Parks with
Holiday Caravans/Holiday Lodges
in Private Ownership
8. COMPLAINT HANDLING
8.1 DEALING WITH COMPLAINTS FROM HOLIDAY CARAVAN/HOLIDAY LODGE OWNERS OR
A REPRESENTATIVE ON THEIR BEHALF
STANDARD
GUIDANCE FOR HOLIDAY PARK
This is what the park owner/operator should
OWNERS/OPERATORS
do for you the holiday caravan/holiday lodge
This is what the park owner/operator should
owner
follow to meet the Standard opposite
Park owners/operators should have a process
You, as the park owner/operator should notify the
and procedure in place for receiving, handling
holiday caravan/holiday lodge owner of the process.
and resolving complaints linked to the purchase,
Park owners/operators who are members of the
siting, ownership and re-sale of a privately owned
NCC should also notify the holiday caravan/holiday
holiday caravan/holiday lodge.
lodge owner of the dispute resolution arrangements
available through the NCC. See appendix 3.
Complaints can be submitted by you or a
representative on your behalf and should be
If your response does not resolve the complaint
made in writing (letter or email). Complaints will
then you should issue a final decision as soon
be acknowledged by the park owner/operator in
as possible and no later than 28 days after initial
writing within seven days of receipt and they will
receipt of the complaint.
issue a final decision within 28 days.
If more time is required to deal with the complaint
If more time is required to deal with the
because it is complex, you will explain why and give
complaint because it is complex, the park owner/
a date when a response or final decision will be
operator will tell you you or your representative
delivered.
why and give you/them a date when a response
or final decision will be delivered.
NCC member park owners/operators will cooperate
with and pay the cost of a matter referred to the NCC’s
This guidance applies to complaints related
Independent Holiday Caravan Park Dispute Resolution
to the contents of the Combined Purchase
Service (IHCPDRS) where it is eligible and/or it is
and Licence Agreement made within three
alleged you have not met the requirements of this
months of when the complaint was first raised
guidance or the matter cannot be resolved through
with the park owner/operator. It does not cover
those services despite the efforts of all involved; the
complaints about the level of pitch fees and/
park, the complainant and the NCC IDRS.
or whether they have been increased using the
agreed criteria laid out in section 5.2 (a) of this
See Appendix 3 for NCC Guidance Notes on
guidance.
handling complaints.
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