NCC Best Practice Guidance 03.2023 - Flipbook - Page 42
NCC BEST PRACTICE GUIDANCE
For Holiday Parks with
Holiday Caravans/Holiday Lodges
in Private Ownership
APPENDIX 3: NCC MEMBER HOLIDAY PARK
– COMPLAINTS HANDLING GUIDANCE NOTES
Complaint Handling
The general complaint handling principles of
The aim of the NCC’s Guidance Notes are to
NCC membership are that members should:
provide helpful background, interpretation
and recommendations to make it as easy as
possible for all members to approach customer
• make customers aware that there is
a complaints procedure.
complaints in the way expected of an NCC
member. In many cases, it is recognised that
members may already have well developed
• make it easy for customers to lodge a
complaint.
documents or procedures for the elements
covered by these Guidance Notes but for
• deal with complaints promptly (within
those that do not, we hope that the following
specified time limits), fairly and fully through
information is of benefit. Please feel free to
to completion/close-out.
adapt or adopt as much or as little as you wish
however the key principles must be retained
within your complaint handling policy.
• make complainants aware of their right to
refer unresolved complaints to the NCC for
informal dispute resolution (and if applicable,
to the Independent Holiday Caravan Park
Dispute Resolution Service (IHCPDRS)) or to
Citizens Advice or other consumer bodies.
• take responsibility, on behalf of the customer,
for resolving complaints in relation to any
third party supplier.
• learn from complaints to improve
performance and service .
Complaints can of course arise when a
customer’s expectations are not met (e.g. the
product or service is faulty, or is not delivered
to, or does not meet, the expected or required
standard). Handling complaints in an open and
transparent way can help to set customers’
expectations, minimise the risk of customers
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