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This policy explains the process our stakeholders should follow to make a complaint about any aspect of our service or to make a formal appeal against a certification decision we have made during the certification process. It also explains the process we will follow to manage complaints and appeals that we receive from our customers. That means that this policy covers two different processes, which we have explained below.
Complaints: A complaint is a formal email sent to Travelife that expresses dissatisfaction with any aspect of the Travelife Accommodation Sustainability Certification (TASC) scheme. A complaint could relate to general service levels or a belief that we have not met our commitments and obligations in terms of how we should operate the TASC scheme or any aspect of our wider business. If you wish to make a complaint, you should follow the Travelife Complaints Procedure below.
Appeals: An appeal is a formal email requesting that Travelife reconsiders a compliance decision or certification decision that has been made during a certification attempt. Only accommodation providers that are undergoing a certification attempt can make appeals. If you wish to make an appeal, you should follow the Travelife Appeals Procedure below.
Complaints must be sent by email to info@travelife.org. We recommend that you include as much detail as possible such as dates, times, photos, videos and any other relevant documentation.
Travelife will email you to confirm receipt of your complaint. We will aim to do this within three working days of receiving your email and we will attach a copy of this procedure.
The complaint will be assigned to a Travelife staff member who will then conduct an investigation. This will involve the following:
Within 30 days of receiving the complaint, we will send you an email that summarises the findings of the investigation and the subsequent decisions we have made regarding any further action that will be taken.
If you are not satisfied with the response, you should reply asking that the Travelife Managing Director reviews the decision. If the Managing Director (MD) was the respondent to the complaint, you can request that it is reviewed by the Chief Executive Officer (CEO).
The MD (or CEO) will review all the facts presented so far and the correspondence. After considering the matter, they will then respond to you by email within 14 days confirming the final decision on your complaint along with an explanation of the reasons behind this decision.
Mejoras
Travelife has a policy of reviewing all complaints we receive in order to establish if we can make improvements. This might involve changes to policies and procedures, training, improvements to our communications, customer support materials and so forth.
At the conclusion of the complaints procedure, if possible improvements have been identified, they will either be actioned immediately or, if that is not practical, incorporated into our quality management system to ensure that they are included in our longer-term plans and objectives.
Confidencialidad
All complaints received will be dealt with confidentially and in accordance with all applicable UK data and privacy laws. However, it is important to be aware that it may be necessary for Travelife to discuss the complaint with an individual or organisation that has been named in the complaint.
This will only happen if it is necessary to consult externally in order to establish the full facts surrounding the complaint.
The safety and wellbeing of our staff and auditors
Travelife is committed to protecting the health, safety and general wellbeing of our staff and auditors.
In relation to complaints, we will not tolerate any form of personal insults, abuse, threats, intimidation or violence directed at our staff or our auditors. In these instances, all communication with the complainant will be immediately terminated and the complaints procedure will be permanently halted. If we believe a law has been broken, this will immediately be reported to the police.
If the complainant who carried out any of these activities is an existing Travelife customer, their agreement with us will be terminated, their certification attempt halted and any certification they hold will be immediately and permanently withdrawn. The MD will confirm this directly with the general manager of the property concerned and notify them that the property will not be permitted to carry out another certification attempt for at least 2 years.
Appeals can only be made in relation to the following situations:
Appealing one or more compliance decisions: This is when you disagree with a decision we have made that one or more of the certification requirements is non-compliant. Appeals on this basis can only be made within 30 days of Travelife notifying you about the compliance decision. This notification will reference the audit report you can view from your Evergreen account. This report shows all non-compliances and the reasons for them.
Appealing a decision to suspend your certification: The reasons Travelife may suspend a certification are described in Clause 11.1 of the Acuerdo de certificación de alojamiento. You can appeal this decision within 30 days of being notified that your certification has been suspended.
Appealing a decision to permanently withdraw your certification: The reasons Travelife may permanently withdraw a certification are described in Clause 11.2 of the Acuerdo de certificación de alojamiento. Additionally, your certification can be permanently withdrawn if Travelife decides to terminate your agreement as per Clause 19 of the Acuerdo de certificación de alojamiento. You can appeal the decision within 30 days of being notified that your certification has been permanently withdrawn.
Appeals must be sent by email to info@travelife.org. We recommend that you include as much information as possible about why you believe a non-compliance should be changed to a compliance. Where possible and relevant, attach images, videos and any relevant documentation to your email.
Travelife will email you to confirm receipt of your appeal. We will aim to do this within three working days of receiving your email and we will attach a copy of this procedure.
A member of the certifications team who did not make the decision/s being appealed will carry out a review of the decision that was made. This will involve reviewing evidence you have submitted, the auditor’s findings during the original audit and speaking with the staff member who made the decision/s.
Within 30 days of receiving the appeal, we will send you an email that summarises the findings of the review and the subsequent decisions we have made regarding whether the decision/s will be changed.
If you are not satisfied with the response, you should reply asking that the Travelife MD conducts a second review. At this time all correspondence and supporting evidence will made available to the MD. This second and final appeal must be made within 30 days of receiving the response from Travelife regarding the first appeal (see Step 5).
Within 7 days of receiving the second appeal, the MD will convene an Appeals Panel to carry out a second review. The Appeals Panel will consist of the following individuals:
The MD will email you to let you know the names and job titles of the individuals on the Appeals Panel and you may object to one or more of the members by communicating your objections in writing, with supporting explanations, within 7 days of receiving the notification from the MD. The MD will carefully consider any such objections but, in their sole discretion, may refuse to make any adjustments. The MD will email you with their final decision regarding any objections to the composition of the Appeals Panel within 7 days of receiving the objection/s. This email will contain explanations for the MD’s decisions.
Members of the Appeals Panel will be asked to review and consider the following:
They will then be asked to submit any questions they have to the chairperson within 14 days.
If any questions have been submitted that must be answered by the property, these will be emailed to you and you will be asked to respond within 7 days.
Once any questions have been answered, the members of the Appeals Panel will be asked to vote on whether the decision should be changed and to provide their rationale. They will be given 14 days to do this
All appeals received will be dealt with confidentially and in accordance with all applicable UK data and privacy laws. The Appeals Panel are required to keep all confidential, sensitive or personal information they learn during the course of their work.
However, it is important to be aware that it may be necessary for Travelife to discuss the appeal with an individual or organisation that has been named by you. This will only happen if it is necessary to consult externally in order to establish the full facts surrounding the appeal.
In the event of the Appeals Panel reaching a decision to revise the original decision made by Travelife, redress is limited to the declaration by Travelife of the revised decision in the same manner as the original decision was declared (e.g. on the audit report). There shall be no liability for loss or damage upon the original decision.
Travelife has a policy of reviewing all appeals we receive in order to establish if we can make improvements to our certification scheme. This might involve changes to policies and procedures, training, improvements to our communications, customer support materials and so forth.
At the conclusion of the Appeals Procedure, if possible improvements have been identified, they will either be actioned immediately or, if that is not practical, incorporated into our quality management system to ensure that they are included in our longer-term plans and objectives for improving and maintaining the scheme.
Travelife is committed to protecting the health, safety and general wellbeing of our staff and auditors.
In relation to complaints, we will not tolerate any form of personal insults, abuse, threats, intimidation or violence directed at our staff or our auditors. In these instances, all communication with the complainant will be immediately terminated and the complaints procedure will be permanently halted. If we believe a law has been broken, this will immediately be reported to the police.
If the complainant who carried out any of these activities is an existing Travelife customer, their agreement with us will be terminated, their certification attempt halted and any certification they hold will be immediately and permanently withdrawn. The MD will confirm this directly with the general manager of the property concerned and notify them that the property will not be permitted to carry out another certification attempt for at least 2 years.