BVCC COMPLAINTS POLICY

Our pledge

At Bredon-Vale Caravan and Camping, we strive to give customers the highest standard of service at all times. Our objective is also to be good neighbours to our fellow residents in Norton and Lenchwick.
The rules of the campsite are a great place to find out just how serious we are about that.
However, we understand that things don’t always go to plan, and that – sometimes – we might not live up to your expectations.
If this happens, we want you to let us know and give us the opportunity to put things right as quickly as possible.
Here’s our clear and simple policy for handling your complaint fairly, sensitively and in a professional manner….

Complaints procedure

All complaints are logged.
It will help to deal with your complaint more effectively if you provide the following information:

  • Name, address, phone number and email address
  • Exactly what the problem is, and how and when it occurred
  • How it has affected you
  • What you consider should be done to put it right

We believe that the best way to resolve your complaint is through an initial conversation with us, either in person or on the phone (01386 871583).
If you remain dissatisfied, or if you prefer, you might wish to make a formal written complaint. You can complain either by letter or by email and send it to:

We will acknowledge your complaint within two working days of receipt.
We’ll then investigate fully and provide you with a full response that outlines the findings of any investigation and, wherever possible, resolve the matter to your satisfaction. We will also keep each stage of the complaints procedure independent and as impartial as possible.

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