We are committed to delivering an excellent standard of service which meets or exceeds our customers’ expectations. We are constantly striving to improve our service and welcome customer feedback as a source of constructive ideas for ways to do this.
We provide a highly efficient service but we know it is possible for us to make a mistake. We value customer feedback which makes us aware when that happens and offers us the chance to put it right.
If you believe we have made a mistake or you are dissatisfied with our service, please make your complaint in writing, either by email to firstname.lastname@example.org or by post to West Wales Holiday Cottages, Cwmrhaffau, Sarnau, Llandysul, Ceredigion SA44 6QZ.
We will acknowledge receipt of your complaint within 3 working days. We will examine our records and investigate the circumstances surrounding your complaint. We aim to respond in full within 7 working days but sometimes it may take longer if the issue is complicated or a key person involved is away. In this case, we will contact you to let you know of the delay and the reason for it.