Complaints and Safeguarding policy

Complaints

We aim to make every contact with us a wonderful experience. However, we recognise that on occasion we may fall short of your expectations, and in those circumstances, we will endeavour to respond to any complaints in an open and honest manner, with the intention of rectifying any issues.

Staying with us

If you have any issues during your stay with us please advise the Housekeeper or Regional Property Manager as soon as possible, so that we have the opportunity to rectify it swiftly and ensure you can continue to enjoy your holiday.

Contact details for both can be found in the Further Information sent before a stay and the red Building Information folder at your property.

If we are unable to resolve the issues for you at the time the easiest way to contact us is via email;

Customer satisfaction: customersatisfaction@landmarktrust.org.uk 

Or by telephone; 01628 825920 (+44) 1628 825920

Our charitable activities

If your complaint relates to other areas of our charitable activity the easiest way to contact us is via email; Fundraising complaints - support@landmarktrust.org.uk Non-fundraising complaints – info@landmarktrust.org.uk

Or by telephone; 01628 825920 (+44) 1628 825920

Our response

We aim to acknowledge all complaints immediately upon receipt, and at least within the same week.

We aim to provide a full response within 10 days, having investigated your complaint fully.

If you still feel we have not satisfactorily handled your complaint it will be escalated to the relevant Head of Department for further investigation.

If we are still unable to satisfactorily handle any complaint raised it will be passed to the Director.

Our Safeguarding Policy

The Safeguarding Policy sets out the Landmark Trust approach to preventing and reducing harm to children and vulnerable adults when they are in contact with staff, workers or volunteers.  It is intended to apply to both Landmark Trust and Lundy Company employees. Read our Safeguarding policy here.