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Our complaints policy
Travelife are committed to providing high levels of service and professionalism, whether from our staff members, our Approved Auditors or our contractors. We are also committed to the integrity of our accommodation sustainability certification programme. We take complaints about any aspect of our business seriously and are committed to following our Complaints Procedure that outlines how to complain and how we will respond.
We recommend that you gather any relevant evidence (documents, videos etc.) and send this to Travelife with details of your complaint. You can make your complaint by email, letter or telephone using the following details: –
By post: Commercial Director, Travelife Ltd, 30 Park Street, London SE1 9EQ, United Kingdom
Once you have made the complaint, we will send you written acknowledgement that we have received it, within three working days, enclosing a copy of this procedure and the details of the Travelife department who will be dealing with the complaint
We will review the complaint to confirm that the complaint is relevant to the Travelife certification scheme and our general business operations, or advise if the complaint is outside this scope, in which case the complaint will be closed.
If the complaint falls within the scope of our certification scheme and/or general business operations, we will pass it to the relevant Travelife department who will gather the evidence and information needed to make a full investigation of your complaint and an objective assessment.
We will investigate the complaint in a timely manner and will contact you by telephone to discuss your complaint and the findings of the investigation, within 14 days of our acknowledgement letter.
We will contact you by email or letter within three days of the telephone call, to confirm the details of our discussion and the actions that may have been discussed with you.
If you do not want to discuss your complaint by telephone or it is not possible, your Travelife contact will send you a detailed written reply to your complaint, including their suggestions for resolving the matter. You will receive this correspondence either by email or by letter within 30 days of Travelife sending you the acknowledgement message.
At this stage, if you are still not satisfied you should reply and request that a senior manager review the complaint. The Commercial Director will then review the complaint, unless they have already been involved, in which case the Managing Director will review the complaint.
The Commercial Director or Managing Director will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
All complaints received will be dealt with confidentially and in accordance with the requirements of the UK Data and privacy laws, and the Travelife General Privacy Notice.
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