Our promises to our customers...

The Customer Services & Membership Department are always happy to help with any questions or queries you may have. We aim to provide the highest service possible and as such, we promise that;

• We will be available to help you with your telephone query 6 days a week, 8.30am to 5pm (6.30pm on weekdays in the summer months and 9am to 5pm on Saturdays throughout the year)
   
• We will endeavour to answer your calls within 15 seconds and process your new membership applications within 48 working hours of receipt. We aim to respond to your emails and letters within 5 working days, although some complex queries may take longer and you will be notified of this within 3 working days.
   
• We will always aim to answer your query quickly and proactively in a friendly and helpful manner.
   
• Where we are unable to provide an immediate answer, we will investigate your query for you and respond within a timescale agreed with you.
   
• We will protect your information and take all reasonable precautions to ensure its safety. We will, with your help, keep your personal information correct and up to date.
   
• We will assist you to execute your right to view your personal data, as covered by the Data Protection Act and The Freedom of Information Act.
   
• We will accept and review any feedback or comments you make to us about our service or properties. These comments will be passed on to the relevant areas for consideration in the future.
   
• We will handle all complaints in a respectful and considerate manner. We will take the time to consider your concerns and will provide an honest, open response within 10 days or sooner. If our investigations will take longer, we will inform you and provide a new deadline date.
   
• If you are unhappy with our response or feel that we are unable to provide a fair reply, we will openly provide the contact details of a senior manager.