WELCOME HOME Your guide to ownership in 2024
Lines open 9am – 5pm every day Owners Liaison: 01637 882401 Guest Services: 01637 882400 Out of hours emergency 07500 976091
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Welcome Holiday Home Owners Congratulations! You have your own little slice of heaven in our lovely resort and we’ve put together this little black (well, colourful actually) book to give you everything you need at your fingertips. Now you can relax into the good times, knowing that between this guide and our helpful team, all your questions will find an answer. Helpful is our middle name - just ask! USEFUL INFORMATION About Away Resorts
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Useful information
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Owner events
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Let & earn
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Owners Facebook page
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Owners website
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The Away Resorts app
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ESSENTIAL HOLIDAY HOME INFORMATION Functional ownership
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After-sales and warranty
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Additional services offered
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Fire precautions and emergencies
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Hot tub safety
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Gas and electrical checks
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UPGRADING AND RECOMMENDING Don’t keep it a secret
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Upgrading your holiday home
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Tomorrow's Forests partnership
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YOUR FEEDBACK Let us know... we're here to help
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A wonderful experience awaits... Home sweet home... but with the bonus of holidays! So many exciting options! No doubt, so many questions too. From the logistics of ownership through to the squeals of delight that are part of the package, this little guide contains everything you need to know in one handy reference.
About Away Resorts Away Resorts is the home of the great British holiday park. Our parks each have their own individual attractions, and avoid the chain-like feel of some other UK holiday parks. Away Resorts operates holiday parks in the most stunning UK locations.
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2020 2017
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Service you can rely on
Friends for life!
We love that you’ve decided to buy with us, so we are delighted to help you with any and all your questions and queries about ownership. We are happy to advise on events, activities and how to make the most of your ownership experience.
We believe we are entering into a long term relationship and want you to get the most out of your leisure time as possible.
Welcome
Piperdam Leisure Resort
Glendevon
Glendevon
Moffat Manor The Bay Filey Swanage Bay View The Lakes Rookley
Moffat Manor
St Helens Coastal Resort The Bay Colwell Retallack Resort Gara Rock Newperran Holiday Resort
The Bay Filey
Newquay Bay Resort Bude Holiday Park
Cleethorpes Pearl Kenwick Park Estate
2022
Golden Sands Tattershall Lakes Clumber Park Lodges
2021
2023
Appletree
Barmouth Bay
Mersea Island
Sandy Balls Bude Holiday Resort
Mill Rythe Swanage Bay View
Newquay Bay Resort Retallack Resort & Spa Newperran Holiday Resort
East Fleet Farm Whitecliff Bay
Gara Rock The Lakes Rookley
St Ives Bay St Helens Coastal Resort The Bay Colwell
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Useful Information Opening Times 9am – 9pm
Guest Services 9am – 5pm
Holiday Home Sales 9am – 5pm
The Swimming Pool 7am - 9pm
Lookout Bar and Eatery Summer: 9am - 9pm Winter: 12pm - 9pm
Address Retallack Resort Cornwall Winnard's Perch, St Columb Major, Saint Columb TR9 6DE
Contacts Please contact Owner Liaison on 01637 882401 Please check our website and Third Place Social for current opening times.
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Events Throughout the year we organise exclusive events for our Holiday Home Owners. These events are a great way of meeting the neighbours. Most events are free of charge, great fun and outrageously popular. EVENTS Keep an eye out for upcoming events on our owner's Facebook page Retallack Owners Owners Third Place Social’. TO MAKE A BOOKING: For bookings please call the Holiday Home Sales Team on 01637 882 402. All events are on a strictly first come first served basis so please book early. CANCELLATIONS If you are unable to attend we request that you inform us no less than 7 days before the event. Please check our website and Third Place Social for current opening times.
New events coming soon... 8
Let your holiday home work for you! It’s a phenomenal time to take advantage of our easy sublet scheme to offset some of your running costs those weeks you are not using your holiday home! Let us take care of everything for you, from marketing to handing over the keys and even the cleaning.
Chat to us today to find out more!
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Third Place Social... Join our owners community on your owners Facebook page; 'Retallack Owner's, The Third Place Social’ Hear about any resort news & updates first; • Chat & connect with other owners • Exclusive competitions • First for event news
You’re probably wondering what has this got to do with Away Resorts? Well we have an exciting new brand, The Third Place Social for all our lovely owners, showcasing never before seen owners’ events plus much more! We want to make Away Resorts the ‘third place’ in your life – A place to relax, a place with familiar faces and a place for new friends.
Owners
BE PART OF A COMMUNITY We believe that The Third Place is the anchor of the community and facilitates more creative
Group by Away Resort Place Social
s Owners, The Third
Retal lack Owners, The Third Place Socia l >
interaction between people. A neutral ground where you are free to come and go as you please, no importance of status in society, witty conversation, frivolous banter, feelings of warmth, possession and belonging. CLICK, SHARE AND LIKE. We want you in the know – always. Our Facebook groups will feature the latest news and updates, as well as ensuring you are the first to know of any resort
WHAT IS THE THIRD PLACE SOCIAL? In 1989, Ray Oldenburg published a book about civil society, democracy and civil engagement. Oldenburg suggests that for a healthy existence, citizens must live in a balance of three realms: home life which is the first place, the workplace which is the second and the inclusively sociable places which are the third. 10
updates. It’s also a place for support to help answer the questions you may have, a place for discussion and a place to share your favourite experiences. REWARDING LOYALTY We value loyalty. We want our owners to feel loved and that loyalty should be rewarded with something amazing. Keep an eye out for this on The Third Place Facebook page.
PRIVATE EVENTS AND PARTIES
OWNER OFFERS & COMPETITIONS
Throughout the year we organise exclusive
Enjoy offers & discounts to fun
events for Holiday Home Owners from
and funky competitions to naming
summer pool parties to cheese and wine
the next big thing on resort.
tasting, exclusive cinema experiences to life drawing! These events are a great way of meeting the neighbours and having a giggle!
HOW DO I JOIN? Join us on Facebook! Search for Retallack Owner's, The Third Place Social, answer a
EXCLUSIVE VIRTUAL LIVE ENTERTAINMENT
couple of questions and once checks
Don't miss our Third Place Social Live
an owner, one of our Ownership
events which are our virtual online owner
Team will grant you access.
have been done to ensure you are
experiences, featuring anything from live acts and quiz nights, to celebrity broadcasts exclusive just for Away Resorts owners!
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Your owners portal
View your latest news
Recommend a friend or family member
With a message from your General Manager,
If you know someone who may be interested
latest news and updates and even competitions.
in holiday home ownership at any Away Resorts location, be sure to check out our new owner referral area.
Get a holiday home valuation If you are looking to sell your holiday home,
Check your account and make payments
part-exchange it or you're simply curious,
If you want to keep track of your account,
you can now get a holiday home valuation
you can view your bills and make payments
whenever you want.
at the touch of a button.
Activating your owners account You will be sent an account number and activation code via email soon when we have set up your new owners portal! Once you have this, please login to the activation page www.awayresorts.co.uk/owner-accounts/ (Please note, it is very important that the email address you use is the one we have already on record, which will then later become your future username. If you are a joint owner, you will share the same username and password for your account.) If you haven’t received an email yet with your account activation code - please call Owner Services. To log into your owner portal go to: https://owners.awayresorts.co.uk/login/ For any questions or help logging in to the owner portal or app, just call Owner Services or email ownerfeedback@awayresorts.co.uk 12
We've got an app too • View your bills • Book your activities • Make payments *Request owner services (safety testing, drain down) The Apple Logo and the App Store are trademarks of Apple Inc. Google Play and the Google Play logo are trademarks of Google LLC.
On the app, soon it will be even easier to
You will need to login and activate your
manage your accounts! Download the Away
account online initially on www.awayresorts.
Resorts app to view bills, make payments,
co.uk/owner-accounts before using the app.
view resort information, book leisure activities, request maintenance services, purchase additional services such as ordering food and drinks, and you can even *submit your sublet dates now too! The Away Resorts App is available to download from Google Play and the App Store. All you will need is your username and
For full details please read our page to the left on how to activate and access your online owners account. Remember your username will be your email address associated with your account and if you are a joint owner you’ll share the same username and password to login.
your password to login, this will be the same
If you have any issues whilst using the
username and password you use for your
app please contact owner-accounts@
online owners account. Please note the app
awayresorts.co.uk. You can also leave us
is dedicated just for owners and therefore
some feedback within the app too, we’d be
requires you to activate your account online
happy to hear from you with anything we can
before being granted with full, secure access.
improve on or help you with. *Currently you are unable to manage your sublet dates on the app.
To download our app simply go to Google Play or the App Store and search for the Away Resorts app. You will need your owner portal log in details to gain access. 13
Your essential holiday home information 14
Functional Ownership We know it might all seem a little daunting when you first become a holiday home Owner but don’t worry, it’s really easy. Basically, everything revolves around Owner Services, but here’s an overview of the main things you need to know.
When will I get invoiced for things?
How can I pay for my bills?
As an owner you will receive a statement
When our new owners portal is up and run-
confirming details of your account and the
ning you'll be able to easily pay your bills and
following charges will be made annually.
keep up to date with your account on our owners website www.awayresorts.co.uk/
• Service Charge • Amenity Fee • Electric
owner-accounts/ and even on our dedicated owners app too. You could also pay via BACS payment. Bank details are found on invoices. How do I request repairs? Most types of repairs can be arranged - please ask your owner liaison team for further
Please refer to your leasehold agreement for more details.
details. Replacement items or equipment are also available. Any invoices for repairs and replacements are payable within 14 days of receipt.
Annual Service Charge & Amenity Fee These are annual fees that are paid by all leasehold owners. 15
Purchasing a brand new, ex-demo or pre-loved holiday home with Away Resorts* allows you to enjoy peace of mind with our 10-year build warranty. To us, age doesn’t matter, at Away Resorts, we’ve got you covered!
10-year build warranty
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For more information please go to https://www.awayresorts.co.uk/holiday-homes/latest-offers/
Additional services offered Landlords Gas Safety Test (Annual) A requirement if you sublet. £120 Electrical Test (Three Yearly) A requirement if you sublet. £156 Portable Appliance Test (per item) A requirement if you sublet. £10 Fire Extinguisher Certification (Annual) A requirement if you sublet. £29.50 Shower Head Sterilize To prevent the possibility of Legionnaire bacteria forming. £13.45 Spring Clean POA Exterior Wash from POA with decking Smoke Alarm £33 Carbon Monoxide Alarm £36 Replace bulbs or batteries in general £18.45 inc cost of material General labour costs Per 30 minutes. £22 inc VAT Prices are correct at time of print. Subject to change. Please ask for details
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Fire Precautions & Emergencies Safety Alarms
IMPORTANT SAFETY ADVICE
All holiday homes must be fitted with a
Drive Safely
smoke alarm and carbon monoxide detector
Kids and dogs + fast cars = bad news. The
and checked regularly. Replacement
maximum speed limit around the resort is
batteries can be purchased from Owner
10mph but we strongly suggest you drive
Liasion. If you hear a smoke alarm please
as slowly and carefully as you can. Excitable
report it immediately to a team member.
little ones (whether human or canine) don’t
Fire Extinguishers The caravan must be equipped with a
Resort roads are public roads and are
portable fire extinguisher containing a
therefore subject to the same driving laws
minimum of one kilogram of dry powder
as anywhere else. This includes drink driving,
and fitted with an indicator dial.
wearing seat-belts and observing speed
Fire Action
limits. We want you to have a great holiday
When you arrive at your holiday home, note
and that means being safe on the roads.
the nearest Fire Point. In the event of a fire…
Car Parking
• Evacuate your accommodation and
As you would anywhere else, take care when
alert your neighbours
parking. Don’t block access routes that may
• If possible turn off gas and electric supplies
be needed by emergency vehicles and stick
• Raise alarm by contacting Guest Services
to appropriate parking areas. All vehicles
or phoning 999
are parked at your own risk so lock up your
• Please contact Owner Services or Out of
valuables.
Hours Security in the event of any fires or fire concerns. • Do not re-enter accommodation to retrieve personal belongings • Tackle a small fire with extinguishers or hoses, if safe to do so.
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always pay attention to the dangers.
In the event of any emergency, please let the nearest team member know what is going on and they will happily assist you.
Gas Leak
Gas Grills (without ignition switch)
• Report any gas leak. Don’t hope that
Turn the control knob on, place the lighted
others will.
match near to the burner in the middle of
• Do not smoke or use a naked flame
the grill. Push in the control knob for the
Do not operate electric switches or use
grill and turn on. Once the grill has ignited
mobile phones
keep the button pushed in for 10 seconds on
• Turn off the gas supply & open doors and
release.
windows to disperse the gas as you leave
Play Safely - Mums & Dads
the accommodation
Always ensure your children know how to
• Contact Owner Services or resort
get back to your accommodation. Be sure to
Security straight away.
know exactly where they are and tell them
Gas Cookers
where you will be. If you have lost your
Always light the match before turning the
children please go to Guest Services or
gas on. Turn the control knob on and light
contact resort security to help you.
the gas.
Entertainment for Children
Gas Oven (without ignition switch)
Organised activities for children are
Turn the control knob on, place the lighted
provided as entertainment only. Please note
match near to the burner at the back of the
that we do not offer childcare facilities and
oven and push the red button on the fascia
your children remain your responsibility at
of the cooker. Release the button after 10
all times.
seconds.
Children under 8 years of age must be
Legionella
accompanied by an adult at all times.
Please flush your taps through when your holiday home has not been used for a period of time, and disconnect hose pipes after every use.
Children should wear clothes that are appropriate for the activity they are attending and remember that they should be given a drink and sun block in hot weather. Please ask your children to be well behaved at all times.
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Hot Tub Safety & Maintenance Cleaning your hot tub This is a really big part of taking care of your hot tub. There are a few things you need to make sure are always kept clean. The Health & Safety Executive Guidance (HSG282) ‘The control of legionella and other infectious agents in spa-pool systems’ explains how to manage and control these risks. Please see the table overleaf, an extract from the main requirements as described in the current official guidance, this document may be downloaded free from the HSE website using the following link: www.hse.gov.uk/pubns/books/hsg282.htm. and we strongly advise that you do so. We also advise you to follow any other recommendations from the hot tub manufacturer and/or supplier. However, we expect you to maintain your hot tubs to a safe condition to ensure the safety of your family, your guests and others using the resort. Subletting with us If you choose to sublet using the managed letting scheme, we will take on the responsibility of the tub during the period it is being let for. You can be assured that your hot tub is managed within the guidelines laid down, with charges being deducted from your monthly sublet income.
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Operational Actions
Frequency
Replace cartridge filter with cleaned dry filter cartridge
At water replacement which should be prior to a new group of users
Inspect strainers and grilles
At water replacement which should be prior to a new group of users
Record incidents and remedy issues (YOU MUST KEEP RECORDS)
As appropriate
Check any automatic systems are operating correctly
Daily, where fitted
Drain hot tub, clean whole system including strainers and refill
Between each group of users or at least weekly, whichever is shorter
Inspect accessible pipe work and jets and clean as necessary
Weekly
Disinfect flexible hoses used to fill the hot tub
After every water replacement, flushing hoses for 2 minutes pre filling
Microbiological testing (through UKAS accredited laboratory)
Monthly for ACC, coliforms, E coli, Paeruginosa & quarterly for legionella
Clean input air filter
Test pH and disinfectant levels Disinfectant/pH controller - clean electrode and check calibration Check, clean, disinfect and dry filter cartridge
Monthly As determined by risk assessment (minimum daily) Monthly, where fitted, or according to manufacturers’ instructions Between each group of users or weekly, whichever is shorter
For further information you can purchase or download the PWTAG Hot Tub business guidance.
If you are privately letting your holiday home – The management of the hot tub is the Holiday Home Owners responsibility. In addition to the below guidelines being implemented, you must have a clear set of rules advising your guests displayed at the hot tub and a suitable Risk Assessment. If you are using the Away Resorts managed letting scheme, we will manage this for you.
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Hot Tub Safety continued... Safety Alarms
• Please do not immerse your head or
• Do not use any electrical equipment in the
swallow the water – this can increase the risk
vicinity and please do not sit, stand or lie on
of infection.
the lid. The lids are not very strong and a
Number of users
replacement will be charged to you. • Please respect your neighbours - no loud
you have any queries please contact Guest
music, shouting or screaming outside. Due to
Services. Do not exceed the maximum number
the noise of the bubbles you won’t realise how
of people than the hot tub is designed for.
loud you are!
Cleaning practices
• Do not place candles on the hot tub a candle
Don’t add anything – bubble bath, shampoo,
wax can damage the filter system.
gels, soaps, oils, salts etc. These can seriously
• If you have any other questions, concerns or
affect the water quality and filter system and
problems please contact the Owner Services.
will result in a cleaning charge.
• You should limit your dips to a maximum of
Alcohol
15 minutes at a time – extended use can cause dizziness. • Only children over the age of 14 can use the hot tub. Children must be supervised in the area at all times. • Please ensure you have showered before and after using the hot tub. This will remove oils, creams, lotions, make up, tans etc, which will seriously affect he water quality if not removed. Please also use the toilet before entering the hot tub. • It is also important you take care when entering or exiting the hot tub. Please use the bath mat provided and please be aware decking can become slippery when wet. Please replace the lid after use. 22
Models and types can vary in capacity so if
• Do not use whilst under the influence of alcohol. • Please don’t rest any glasses on or near the hot tub – broken glass is almost invisible under water. Any broken glass found in the vicinity will result in the hot tub being drained to check for glass. Medical Complaints Please consult your GP before using if you are pregnant, suffering from any form of heart disease, circulation problems or any serious illnesses. Please avoid any drugs that may cause drowsiness, sleepiness or raise/lower your blood pressure. You shouldn’t use the hot tub after any heavy meals too.
Gas & Electrical Checks We recommend that all gas appliances in your holiday home are serviced annually to keep them in a safe and efficient condition and that a “Landlords Check” is completed (this is a legal requirement when holiday letting.) Properly maintained appliances are safe to use and should be no cause for concern.
The service should include:
Electrical System
• Ventilation check (air inlets are clear and adequate)
Periodically, usually every 5 years,
• Flue check (smoke spillage test)
installation should be inspected and
• Appliance safety devices are working correctly
tested and a report on its condition
• Appliances are safe for further use
appliances are checked on an annual
• A check for gas leaks and condition of pipework and hoses
the holiday home electrical
obtained. We also recommend all basis with PAT (Portable Appliance Testing). Again, this can be arranged
This work must only be carried out
through Guest Services. Away
by a gas installer who is Gas Safe
Resorts will ensure a safe and
Registered and carries a registration
reliable supply of electricity
card covering their competence.
throughout the resort and to your
Always ask for a gas safety
holiday home.
inspection record form to be provided for the work carried out.
Don’t Worry All Holiday Homes purchased from
Landlord Checks
Away Resorts have had all
If you let your holiday home you
necessary safety checks carried
may be seen as a ‘landlord’ under
out. Your owner services team can
the Gas Safety (Installation & Use)
arrange all future necessary checks
Regulations and thereby face other
for you.
legal duties. If you are planning on letting we can help you with this.
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Upgrading & Recommending 25
Don't Keep it a Secret A great many of the Holiday Home Owners here have joined us because they were recommended to the resort by their friends or family members. You can’t keep a good thing secret for long!
Love is… a holiday home!
How it works
If you find yourself falling in love with and
All you have to do is complete an owner
always counting down the minutes until you
referral form and send it in to us and let us
next visit, then you may also find yourself
do the rest. Alternatively you can bring them
telling your nearest and dearest about it too.
along or even call to make an appointment for
Whether you want to enjoy holidays with
them. Simple!
family or friends or you just want them to have as much fun as you do, don’t hide the light under a bushel. For a start, the bushel might spontaneously combust from your excitement. Secondly, it’s nice to share. How about £5,000 owner credit? Do we have a deal for you? You bet! If you recommend a friend who becomes a Holiday Home Owner here at then you get some additional benefits. Not only can you enjoy
No hard sell, promise Yuck, don’t you hate a hard sell? We do too. It’s not our way. We think we have a great offering which doesn’t need a hard-ball pitch because you don’t need a sledgehammer to crack a walnut. We promise that we will treat your referrals with absolute respect and courtesy and that includes giving them the option to say ‘no thanks.’ No pressure.
holidays together, but we will also give you an account credit of £5,000 once they have taken over their holiday home. For referrals to escalate, all sales must be complete within a 12 month period.
Scan here to see our latest upgrades and holiday homes available! 26
Upgrading your holiday home We know, it sounds strange to be talking about
Step 1
upgrading to a new holiday home on the day
One of our Ownership Team will visit you at
that you are buying your first one! We also know
your holiday home for an inspection to help
people never stop dreaming, so don’t be shy if
us value it.
now that you’ve reached this dream, the next one
Step 2
has started to demand attention. Perfecting perfection! We just want you to know that it is all quite normal for people to upgrade their holiday home. Honestly, it’s fine! Circumstances can change and the perfect holiday home just needs to be, well, more perfect! There are always a great variety of new and preloved homes available, so feel free to pop in to Guest Services for a cup of tea and a rummage around the latest holiday homes that are available.
We will then prepare a ‘no-obligation’ proposal for you, including the part-exchange allowance on your current holiday home and the full delivery, siting and connection costs. We will also prepare a finance package designed to suit your specific needs if you wish to use our competitive finance schemes. Step 3 If you are happy to proceed and let us have some of your hard earned cash, we will advise you of the expected handover date. We can also arrange to exchange your holiday home for your new one all in one day if you like.
Simple to upgrade
Step 4
When you decide you want to think about a
Move into your new holiday home, kick back,
new holiday home, simply contact the
relax and wonder why on Earth you didn’t do
Ownership Team via Guest Services. They are
this sooner!
trained to take you through everything you need to know.
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Creating Tomorrow's Forests Partnership Away Resorts are committed to fighting climate change, and doing our bit to protect our planet. We are excited and proud to have just started work with Creating Tomorrow's Forests, to offset our carbon footprint by planting trees & creating real change. Even the smallest change can make a big difference, so for every holiday home we sell, we are planting a tree!
TOM
O R ROW’S
FO R ESTS
For more information please visit:
www.awayresorts.co.uk/holiday-homes/tomorrows-forests/ We wanted to shout this from the treetops and work towards a greener more ecological future. 28
Your Feedback 29
Let us know, we're here to help.. Someone wise once said “you can’t fix what you don’t know is broken”. Someone else, who was also wise, said “you never know the miracles you create with a kind word”. We agree with them. Your feedback matters. Whether you need something attended to or you want to tell us that our team have done a great job and you’ve had a great time, we will make sure your comments result in action (the latter always involves a dance of joy!) Our aim at all times is to make our Holiday Home Owners happy. But we’re not great mind readers so just tell us like it is. The power of a compliment The performance of our team members is extremely important to us and we enjoy recognising those who have delivered exceptional service to our customers. This recognition helps motivate all team members to exceed Holiday Home Owners’ expectations, so we are extremely grateful for all positive comments received about our team members. But if things go wrong…
A key commitment under the code of practice that lies at the heart of the scheme is that we maintain a clear and formal written complaints procedure and take effective and immediate action to try and resolve any customer complaint
Our procedure is as follows: 1. If you want to make a complaint: a. We will acknowledge your complaint, in writing or by phone, within 7 days of receipt. Waiter! There’s a fly in my soup! b. We will issue an initial response or All our team members are keen to resolve a final decision, in writing, as soon any issues that arise as quickly as possible. as possible or at the latest within We’ve told you that we want to make you 14 days of complaint receipt. happy and we mean it. We like to make c. If we issue an initial response and you things work, so don’t be shy about telling us notify us that it does not resolve your if something doesn’t meet your expectations. complaint, we will issue a final We will do our best to resolve it. The power decision, in writing, as soon as possible of talking cannot be over-emphasised here. or at the latest within a further 28 days. But, if the unimaginable happens and you feel d. In all instances, if we justifiably need that talking hasn’t got you anywhere, there is more time to investigate and manage an alternative. As members of the NCC your complaint (e.g.: Because it involves Approved Holiday Park Holiday Home another party), we will provide written Ownership Scheme, we have an reasons why and an estimate of the industry-agreed and well-established date when we expect to be able to issue procedure in place. 30
an initial response or final decision. e. W e will keep a complaints log which will be available for inspection by NCC assessors. 2. We will keep you informed either by letter or e-mail, whichever you prefer. 3. For all complaints we will provide either a response and/or a final decision in writing. Any final decision will include details of the NCC Informal Dispute Resolution Service and the Independent Case Examiner (the Examiner) in case you require independent redress. Please note that the Examiner will only consider complaints that have been first sent to, and considered by, the NCC Informal Dispute Resolution Service. 4. I f you are not satisfied with our final decision, or if we exceed the response timescales (see 1 above), you can then refer your complaint to the NCC for informal dispute resolution. If this fails to resolve your complaint or if the NCC Informal Dispute Resolution Service is not able to handle your complaint, the NCC may escalate your complaint to the Examiner. We will co-operate fully with the Examiner during an investigation and comply with his final decision which is binding on us both. Please note an administration fee of £50 (+ VAT) will be charged by the NCC should you wish to use the Examiner service. This fee is refundable only if the examiner finds in your favour, subject to his/ her discretion. There are no other charges to you for using the service. 5. W e will liaise, at your request, with anyone acting formally on your behalf (e.g. Trading Standards, Citizens Advice Bureau, Consumer Advice Centre, etc.).
CORRESPONDENCE In the unlikely event that your queries are not resolved by a member of the resort management team, correspondence should be sent to: Jackie Fowler Head of Guest & Owner Engagement, Away Resorts, 3rd Floor, Maylands Building, 200 Maylands Ave, Hemel Hempstead Industrial Estate, Hemel Hempstead HP2 7TG Tel: 01442 817044 Email: ownerfeedback@awayresorts.co.uk Note: The National Caravan Council (NCC) is the UK trade body for the tourer, motorhome, holiday home and park home industries. It has developed a number of NCC Approved schemes, each with a Code of Practice at its heart, to ensure that subscriber members treat customers fairly, deliver high levels of customer satisfaction and provide full protection and access to redress should this be needed. Further details can be found via:www. approvedholidayparks.co.uk
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