1. Holiday Maker Complaints

At Prestige Country Parks, we strive to provide the highest level of customer service and satisfaction; however, we understand things do sometimes go wrong.  In the unlikely event you need to complain, here’s what to do:

Contact the park team immediately 

If you have a complaint during your stay, please do not hesitate to contact our dedicated on-park team.  You can visit the main office to speak directly with them, or they can be contacted by phone or email

Your complaint will be acknowledged, and you will receive further correspondence within 24 hours of receipt.  All our complaints are assigned to one of our dedicated Customer Care Team, who will look after you throughout your complaints process.

Claims will be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns during your stay.

Escalation

If your holiday is over and you feel that your complaint has not been adequately resolved, or you are not satisfied with the outcome, you can contact our central team within 14 days of your departure date.

The team can be contacted via e-mail at complaints@prestigecountryparks.co.uk,  please include your booking reference number, park visited and any relevant documents or evidence of the issue(s) you experienced.

Your complaint will be reviewed by a senior member of our management team who will conduct a comprehensive review of the matter and provide you with a final response and resolution, should it be required, within 14 days.

Alternatively, guests who have booked through one of our booking partners – such as Hoseasons or booling.com – can escalate a complaint to them directly within 14 days of returning from your stay.

We value your feedback and see it as an opportunity to improve our services.  We encourage you to provide us with any suggestions or recommendations on how we can enhance our processes and prevent similar issues from arising in the future.

Your feedback is invaluable in our continuous efforts to deliver exceptional experiences to our guests and owners.

Thank you for choosing Prestige Country Parks. We appreciate your feedback and the opportunity to improve our services.

2. Owner Complaints

At Prestige Country Parks, we strive to provide the highest level of service and satisfaction to our caravan and lodge owners; however, we understand things do sometimes go wrong.  In the unlikely event you need to complain, here’s what to do:

Contact the park team

If you experience any issues throughout your ownership with Prestige Country Parks, please do not hesitate to contact your dedicated on-park team.  You can visit the main office to speak directly with them, or they can be contacted by phone, email and via the app.

Your complaint will be acknowledged, and you will receive further correspondence within 48 hours of receipt.  All complaints will be dealt with by our Park Manager, who will keep you regularly updated with their progress.  Where necessary, complaints may be escalated to the Group Operations Manager to handle, and you will be informed of this change.

Our aim is to conclude all complaints made at park level, within 14 working days.

If you feel your complaint has not been adequately resolved, or you are not satisfied with the outcome, you can contact complaints@prestigecountryparks.co.uk,  please include your name, pitch number, park and any relevant documents or evidence.

Your complaint will be reviewed by a senior member of our management team.  They will conduct a comprehensive review of the matter and provide you with a final response and resolution, should it be required, within 21 days.

You can also contact us by post at:

Prestige Country Parks Limited,
c/o Allerthorpe Golf & Country Park
Waplington Lane
York
YO42 4RL