NCC Best Practice Guidance 03.2023 - Flipbook - Page 38
NCC BEST PRACTICE GUIDANCE
For Holiday Parks with
Holiday Caravans/Holiday Lodges
in Private Ownership
8. COMPLAINT HANDLING – continued
8.3 INDEPENDENT HOLIDAY CARAVAN PARK DISPUTE RESOLUTION SERVICE (IHCPDRS)
STANDARD
GUIDANCE FOR HOLIDAY PARK OWNERS/OPERATORS
This is what the park owner/operator should
This is what the park owner/operator should follow to
do for you the holiday caravan/holiday lodge
owner
When access to IHCPDRS is available
If the complaint is not resolved amicably
If your park is in membership of the NCC and
between you and the holiday caravan/holiday
you are not satisfied with the outcome of
lodge owner, and the complaint has also
the complaint carried out by the park owner/
been referred to (and was eligible for) the
operator and the NCC IDRS is unable to
NCC IDRS, then the holiday caravan/holiday
reach a mutually satisfactory conclusion of
lodge owner may be able to access the
the matter, your complaint may be eligible
IHCPDRS.
for consideration by the IHCPDRS. This is
an entirely independent form of Alternative
All eligible disputes will be concluded as
Dispute Resolution (ADR).
speedily and effectively as possible. Once a
decision is made any award must be made
Timescales
to the holiday caravan/holiday lodge owner
Providing the matter is eligible and an
within 14 working days unless otherwise
application and fee for it to be considered
directed by IHCPDRS.
under the IHCPDRS is made within one month
from the date that NCC IDRS have notified you
Process
that their process is complete, you can expect
This is outlined in Appendix 4.
to receive acknowledgment from NCC IDRS
within seven working days.
See Appendix 4 for details.
In the event that the matter cannot be
considered under the IHCPDRS you can still
access an accredited ADR process or take court
action if you wish.
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