Complaints Procedure

Please be assured that the vast majority of our customers have a positive experience with us, as reflected in our Trustpilot rating and reviews. We remain committed to maintaining these high standards while addressing any concerns quickly and fairly.

If you have a complaint, please first contact your initial point of contact here at Lowdhams, providing full details of your complaint and what you would like Lowdhams to do to resolve the matter. In most cases they will be able to rectify the issue.

WARRANTY: Please note that warranty matters are not treated as complaints in themselves. However, you may raise a complaint about the way in which your warranty issue has been handled.

PARTS: Please also keep in mind the parts industry is unique, and parts can sometimes take longer than expected to arrive due to supplier availability and manufacturing lead times.

Complaint handling procedure

Lowdham Leisureworld Ltd is a member of the NCC and as such is required to 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.

b.     We will issue a final written decision within 28 days, if more time is required to deal with the complaint because it is complex we will tell you why and give you a date when a response or final decision will be delivered.

c.        We will keep a complaints log which will be available for inspection by the NCC on request.

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 ICE) in case you require independent redress. Please note that the ICE will only consider complaints that have been first sent to, and considered by, the NCC Informal Dispute Resolution Service.

4. If you are not satisfied with our final decision, or if we exceed the response timescales 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, your complaint may be eligible for escalation to the ICE. 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 £60 (including 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 discretion. There are no other charges to you for using the service.

5. We will liaise, at your request, with anyone acting formally on your behalf (e.g. Trading Standards, Citizens Advice Consumer Service, etc.).

Complaints should be sent to:

• Use the form at the bottom of this page
• By email to complaints@lowdhams.com
• By post to:
  Head of Customer Experience
  Lowdham Leisureworld Ltd
  Lowdham Road
  Gunthorpe
  Notts
  NG14 7ES

If you are dissatisfied with our proposed resolution, you may refer your complaint for informal dispute resolution to our Alternative Dispute Resolution provider www.thencc.org.uk/consumer-advice/when-things-go-wrong/