Complaints Policy

Vinescapes Group

Version 3 – 20.11.23

How to complain

Letting us know when and why you are not happy gives us the opportunity to put matters right for you in a transparent way and improve our service for everybody else. 

What we do

No matter how you communicate with us, we’ll listen and endeavour to act on your needs. Once you’ve contacted us, we’ll do our best to resolve any complaints within 10 working days. If we need more time to complete our investigations, we will keep you updated with our progress.

How to get in touch

There are three ways you can get in touch with us. Whichever way you choose, in order to help us resolve your complaint, we’ll need to know the following things:

• Your name
• Your email address, so we can record your concerns
• A description of your concern
• What you’d like us to do to put things right
• A daytime phone number and the best time to contact you

Telephone

Often the easiest and quickest way to sort things out is by picking up the phone. Our team are here to support and can be reached by calling 07939900203. Our opening hours are 9am – 5pm (UK time), Monday to Friday, excluding Bank Holidays. 

Online

Sometimes it’s easier to type out your thoughts in a quick message, so feel free to email us at info@vinescapes.com 

Should we need to discuss any confidential information with you, we may call you.

Letter

Alternatively, you may choose to write things down in a letter, but please remember to factor the postal service into our response time.

You can write to us at Vinescapes Limited, Unit 5 Dunley Hill Court, Ranmore Common, Dorking, Surrey, RH5 6SX

If you’re still not happy

If for any reason you’re not happy with our response, please let the person that handled your complaint know.
 
We then have the opportunity to see if there is anything further we can do. Once we’re satisfied we’ve considered all aspects of your complaint, we will send you our final response.