Our Complaints Policy

We are committed to providing a high-quality service to all our guests. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you an e-mail or letter acknowledging receipt of your complaint  within three days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint.
  3. If appropriate, the Manager of the Burswood Guest House will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within fourteen days of sending you the acknowledgement letter.
  4. Within five days of the meeting, the Manager will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible to have a meeting, the Manager will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within twenty one days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision.
  7. We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If we have to change any of the timescales above, we will let you know and explain why

This Policy is reviewed annually to verify it is in effective operation across the practice.