At Glenlivet Wildlife, we strive to provide exceptional experiences and services to our valued visitors. However, we understand that occasionally concerns or complaints may arise. We take such matters seriously and are committed to resolving them promptly and fairly. This Complaints Policy outlines our procedures for addressing and resolving complaints effectively.
We encourage individuals to submit their complaints in writing via email. Please include the following details:
- Your full name and contact information (phone number, email address, and postal address).
- The nature of your complaint, including relevant dates and details.
- Any supporting documents or evidence related to your complaint.
Complaints should have the subject “Glenlivet Wildlife Complaints Department” and be sent to [email protected]
Acknowledgement of Complaint
Upon receiving a complaint, we will acknowledge its receipt within ten business days. This acknowledgement will include the following information:
- The date your complaint was received.
- Your assigned reference number for tracking purposes.
- Details of the person responsible for handling your complaint.
Complaint Investigation and Resolution
We will conduct a thorough investigation of your complaint, ensuring all relevant parties are involved, as necessary.
Our aim is to resolve complaints within 30 days of receipt. If more time is required due to the complexity of the issue, we will provide regular updates on the progress of the investigation.
We will keep you informed of the investigation’s status and any actions taken to address your complaint.
Once the investigation is complete, we will communicate the resolution to you in writing.
If we find that your complaint is valid, we will provide a suitable resolution, which may include one or more of the following:
- Apologies for any inconvenience caused.
- Explanation of the circumstances leading to the issue.
- Corrective actions taken to prevent similar occurrences in the future.
We treat all complaints with the utmost confidentiality. Personal information provided in relation to a complaint will only be used for the purpose of addressing the issue at hand.
In exceptional cases where it is necessary to disclose your personal information to relevant third parties involved in the complaint resolution process, we will seek your consent beforehand.
If you are dissatisfied with the resolution provided, you may request an appeal by notifying us in writing within 14 days of receiving the resolution communication.
Appeals will be reviewed by an independent panel not previously involved in the complaint investigation.
We will regularly review and update this Complaints Policy to ensure its effectiveness and compliance with relevant regulations.
Please note that this policy does not affect your statutory rights. We appreciate your feedback and aim to continuously improve our services based on customer input.
If you have any questions or require assistance regarding our Complaints Policy, please contact our Complaints Department using the contact information provided above.
Last updated: 09/06/2023
Glenlivet Wildlife Management