Residential Complaints Procedure
Wyldecrest Parks is committed to providing an excellent service to our customers and residents. However, we understand there may be times when you feel unhappy with the service you receive and wish to complain.
The first point of contact is always the Park Manager, we always ask you to raise your concerns with your Park Manager/Area Manager and give us fair chance to rectify any problems.
If your complaint relates to a sales issue you should first contact your Sales Representative.
If any matters can’t be resolved satisfactorily and you wish to take your complaint further, then we will ask you to follow our complaints procedure as detailed below:
- Complete our online complaints form which you can find below or write to Customer Care, Wyldecrest House, 857 London Road, Grays, RM20 3AT.
- Provide us with as much information as possible regarding your complaint including any reference numbers.
- After receiving the complaint in writing, we will acknowledge it within 5 working days or 48 hours if more urgent. The following information may be included in the acknowledgement you receive: Confirmation of who/which department is dealing with the complaint; Clarification of our understanding of the complaint; Confirmation that the complaint will be investigated further if necessary; Request for further information if necessary for us to proceed with the investigation.
- We always endeavour to have the complaint investigated and dealt with within 28 days. If this is not possible, we will let you know, explain the reason for the delay and inform you of the additional timeframe required. The final response should be provided no later than 8 weeks from the receipt of a complaint.
Please note that if your complaint relates to a 3rd party not associated with Wyldecrest we can offer no advice or further your complaint.