NCC Best Practice Guidance 03.2023 - Flipbook - Page 43
leading & promoting the industry
being discontented, and thereby increase
During any periodic assessments or queries as
customer loyalty and satisfaction. It will also
the result of a complaint, the NCC will expect to
help a business identify where improvements
see all these key elements included in a holiday
can be made, so complaints should be viewed
park member’s complaint procedures.
positively.
Other useful information around complaint
If a complainant raises other issues with
handling:
a member during the course of their
consideration of the initial complaint, it is
General
accepted that this may extend the time it takes
• It is generally more cost-effective and less
to investigate and seek resolution.
stressful for all concerned to limit the
number of stages a complaint must go
Holiday park members should also remember
through to two, or at most three. However,
that in all instances (i.e. at any stage of the
members are free to spell out additional
complaint handling process), if it can be
stages for internal escalation within their
justified that more time is needed to investigate
procedure, and include any additional text
and manage a complaint (e.g. because it
to suit their own processes, provided they
involves another party, or because further issues
fall within the principles outlined in this
have been raised or the complaint is complex),
guidance document
they have the option to take more time
provided they give the complainant written
• Members are encouraged to promote their
reasons why and an estimate of the date
complaint handling procedure (perhaps as
when they expect to be able to issue an initial
part of a customer care policy, on a website
response or final decision.
or alongside standard terms and conditions)
in advance and not just when a complaint
Four templates with suggested content and
happens.
format have been produced to assist holiday
park members in complying with these
Procedural
requirements:
Holiday park members are advised:
•
•
•
•
• To attach the complaint handling procedure
Complaint Handling Procedure
Acknowledgement
to the initial complaint acknowledgement or
Initial Response
in response to a query that might turn into a
Final Decision and Complaint Log.
complaint.
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