NCC Best Practice Guidance 03.2023 - Flipbook - Page 47
leading & promoting the industry
AND
(IHCPDRS)
Step 3
Step 7
If a complaint is referred to the IHCPDRS and it
Where a decision is made, and you accept the
is eligible, the park owner/operator should
terms of the decision, it is binding on both
co-operate with the process.
you and the park owner/operator. If you are
dissatisfied with the decision, you may seek
Step 4
redress through court proceedings.
The IHCPDRS can be contacted:
a) by email to ihcpdrs@thencc.org.uk
Step 8
b) in writing to The IHCPDRS, Catherine House,
The park owner/operator will pay any award
Victoria Road, Aldershot, Hampshire GU11 1SS
made as part of the decision to you within
14 working days of the date of the IHCPDRS
Step 5
written notification to the park owner/operator
For the matter to be considered under the
unless otherwise directed by the IHCPDRS.
IHCPDRS it must be one which forms part of
the consumer contract between you and the
You will not be able to access IHCPDRS if:
holiday park (contractual), is a matter which is
• You have not already contacted the park
eligible and is not excluded from the NCC IDRS
owner/operator and attempted to resolve
and is where a written request to escalate is
your dispute with them
submitted and any relevant fee is paid within
• After trying to resolve your dispute with the
one month of receiving the final decision of
park owner/operator you did not refer the
the NCC IDRS. Other limitations to accessing
matter for consideration by the NCC IDRS
IHCPDRS are set out below.
• Your dispute is considered, by NCC IDRS, to
be frivolous or vexatious
Step 6
• Your dispute has already been considered by
All eligible matters (as set out in this
another dispute resolution service, or by a
guidance) and referred to the IHCPDRS will be
court
acknowledged within seven working days of
• You have not submitted your claim within
receipt of your written notification (either by
one month of receiving the final decision of
email or by post) that you wish to invoke this
the NCC IDRS
stage of resolution.
• We consider that dealing with your dispute
will seriously impair the effective operation of
our scheme.
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