NCC Best Practice Guidance 03.2023 - Flipbook - Page 44
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 – continued
Procedural – continued
• To accept complaints in any format – by
• To maintain well-ordered files which
phone, letter or e-mail. If complaints are
bring together all correspondence relating
taken over the phone, the member should
to any complaint, from inception through
write to the complainant, setting out the
to the provision of an initial response and/or
details, and asking the complainant to
final decision letter. Any further action (e.g.
confirm that their understanding of the
at the end of all complaints and following
complaint is correct.
an investigation by IHCPDRS) should also be
recorded.
• To log details of verbal complaints because a
verbal complaint, if not acted upon, can
• If the complaint relates to third parties used
quickly become a written complaint. It is
by the member, to seek as much information
therefore good practice to be alert to them,
as possible from the third party, and to provide
to treat them seriously, and to record them in
a clear and full explanation to the customer
instances where, in a members judgement,
of any action taken by the third party
it could well be escalated by the customer or
be indicative of likely future complaints.
• To offer assistance in making their complaint
to those who are unable to do it unaided
• To maintain a complaints database/log
(e.g. because they are elderly or infirm,
to record pertinent information and
vulnerable, or English is not their first
provide details on request to the NCC
language). Complaints from a third party or
or the IHCPDRS where appropriate. In
representative acting on your behalf will also
particular, this should record the dates when
be accepted. This will also contribute towards
complaints:
the creation of a climate favourable to the
a. were received,
informal resolution of the complaint.
b. were acknowledged,
c. received any initial response,
Behavioural
d. received a final decision letter
Holiday park members are encouraged to:
e. were decided and what action was taken,
• Recognise that ‘complaints’ may arise from
and
simple confusion, misunderstandings,
f. were finally closed.
and consequent frustration, rather than
malicious intent. A complaint may in reality
be a ‘call for help’ – for an explanation or for
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