We hope that most problems can be sorted out easily and quickly, often at the time they arise, by asking to speak to the reception manager.
If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible (ideally within a matter of days) enabling us to establish what has happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem.
- Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.