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At Weetwood Hall, we are committed to providing a high standard of service across our hotel, conference and event facilities, restaurant, and pub. If something does not meet your expectations, we encourage you to let us know as soon as possible so we have the opportunity to resolve the matter during your visit.
If you have a concern during your visit, please speak to a member of our team or ask to speak with a Duty Manager. We ask that concerns are raised at the earliest opportunity, and wherever possible within two working days of your visit, to allow us to investigate and, where appropriate, resolve the matter promptly.
We treat all complaints seriously, fairly, and courteously, and ask that guests and visitors extend the same respect to our team members throughout the process. We value all feedback and use it to continually review and improve our services and guest experience.
If your complaint relates to a visit or stay that has already ended, please contact our Customer Services team by email at customerservices@weetwood.co.uk, providing as much detail as possible, including your booking reference or event details, the date of your visit, and the nature of your concern. We will acknowledge your correspondence and investigate the matter in line with our internal procedures. Please allow up to two working days for our team to investigate your complaint and provide a full response. If, on occasion, additional time is required due to the complexity of the matter, we will keep you informed of our progress.
Whilst we always aim to reach a fair and reasonable resolution, there may be occasions where it is not possible to achieve the outcome requested. Once we have completed our investigation and issued our final response, the complaint will be considered closed.
This policy is reviewed by the senior leadership team on an annual basis.
If your complaint is in relation to UK GDPR and DPA, this should be directed to DPO@weetwood.co.uk, who is responsible for dealing with all complaints in line with the complaints process outlined above. This will be the basis for dealing with Data Protection Complaints and appeals. A written outcome will be provided. If Weetwood Hall Estate Limited does not comply with a Subject Access Request within 1 month (subject to any extension), or refuses all or part of the request, written reasons will be provided, setting out the principles for the refusal.
If you feel that the Weetwood Hall Limited have not dealt with your matter satisfactorily you can complaint to the Information Commissioner
By post:
Customer Contact
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
Or by email: casework@ico.org.uk
More information is on the ICO website www.ico.org.uk
