Our family run and pet friendly park is in the heart of the Home Counties on the south bank of the River Thames

We are committed to dealing with complaints promptly, fairly and professionally.

How to make a complaint

• In person: Speak to one of our Touring Park Wardens or Park Office staff
• Telephone: Call 01628 823501 during the following hours:Monday to Friday: 9:00am–5:00pmSaturday: 9:00am–1:00pm

  Sunday: 10:00am–1:00pm

• Email: [email protected]
• Post: Park Office, Hurley Riverside Park, Hurley, Berkshire, SL6 5NE

What happens next?

Verbal complaints

Where possible, a member of staff with the appropriate experience and authority will resolve your complaint immediately. If further investigation is needed, it will be referred to a Director.

Written complaints

We will acknowledge a written complaint within 5 working days. We will tell you who is handling it and when you can expect a full response.

Our response

We will investigate your concerns thoroughly and work to resolve them as quickly as possible. If an immediate resolution is not possible, we will provide a written response within 10 working days.

Complex complaints

Some matters may involve several issues or a third party and may take longer to investigate. We will still acknowledge your complaint within 5 working days and keep you informed.

When will I be offered a refund for the Campsite and Touring Park?

You will only be offered a refund on your holiday if we are unable to fulfil your booking due to the Park being closed or your pitch being unavailable and we are unable to offer you an equivalent pitch. If you cancel your booking as you are unable to adhere to our Terms and Conditions (e.g. you want to bring a commercial vehicle as your transport or a converted van as accommodation) you will not be offered a refund. We will also not be able to offer a refund if you cancel due to events beyond your control (e.g. illness or accident) therefore we recommend you take out holiday insurance.

If you are still dissatisfied

If you believe your complaint has not been resolved satisfactorily, we recommend contacting Citizens Advice for independent guidance. They may suggest Alternative Dispute Resolution (ADR).

Facilitated resolution

Negotiation, conciliation or mediation, where an independent third party helps both sides reach an agreement.

Independent decision

Adjudication, arbitration or an ombudsman scheme, where an independent person considers the evidence and makes a decision.