Here at Wyreside Lakes we welcome our customer feedback and always ensure that we take any complaints very seriously and try to hopefully resolve them. This feedback allows us to correct any problems with our service, give us a chance to re-establish our mutual relationship and enable us to learn how to improve our service quality. We define a complaint as any consumer expression of dissatisfaction with our service.

Principles

Our complaint handling processes will be consistent with current complaint handling standards including the Equality and Disability Acts. We promise to demonstrate that:

Our management and staff are committed to its effectiveness.
We are fair to both complainant and respondent.
We have procedures for feedback.
Our staff respond courteously to feedback and complaints within two working days with the appropriate remedies.
Collect data on consumer complaints and feedback and use the information to identify any underlying causes of consumer problems, correct any problems and improve the quality of our services.
Ensure that the complainant does not deal with any staff who were involved in the problem.

Returns Policy

When purchasing items from the onsite Shop, refunds will not be given to customers who:

Knew an item was faulty when they bought it (reduced items).
Damaged an item by trying to repair it themselves or getting someone else to do it.
No longer want an item (for example because it’s the wrong size or colour).

For more information about Accepting returns and giving refunds: the law please visit: https://www.gov.uk/accepting-returns-and-giving-refunds?fbclid=IwAR0Lm9Yovv3SzgizoKLfFHELlvoBFgpLhO7rDewvULQlQSpDY4oOhBJfgzE

Wyreside Lakes Cancellation policy

Wyreside Lakes are not liable for refunds or expenses you incur in the event they are prevented from fulfilling your Booking as a result of circumstances beyond their control. Such circumstances shall include (but not be limited to) war, terrorism, riots or civil unrest, industrial action, flooding, natural disaster, epidemics, health risks or such similar events ("Force Majeure"). We advise guests to seek holiday insurance where appropriate.

If you expect to have a late or delayed arrival, please take the courtesy to communicate with us so that they can make any necessary arrangements to receive you.

If you want to cancel your booking

Your Accommodation/Camping booking is a contract for the provision of leisure services on a specific date or dates and this means that you do not have a statutory right to change your mind and cancel the contract. We do, however, offer you the right to amend your contract subject to the provisions below.

If you wish to amend a confirmed booking you must let us know by email, by phone or in writing as soon as possible and, in any event, prior to the first day of your booking. Your booking will be amended with effect from the day we receive your email or written notification, subject to us deducting amendment/cancellation charges as set out below.

Our amendment/cancellation charges are calculated according to the time between when we receive notification from you that you wish to cancel/amend your booking and the start of your booking. Our Amendment are set out in the table below:

No. of days prior to booking start date

Amendment charge

(We take a 50% deposit this payment is non-refundable in all circumstances)

More than 7 days

No fee – booking amended as requested.

Less than 7 days

50% deposit paid towards the booking – will be retained as a cancellation charge

If 100% has been paid in advance for the booking – 50% will be retained for a cancelation fee, the remaining 50% can be transferred to a new booking or refunded.

Fishery Membership Cancellation

Any member may cancel their membership up to 2 weeks from their initial payment date and receive a full refund for any credits made. For cancellations, we require written confirmation of your request and any existing barrier passes/cards must be returned. We cannot issue a full refund if any of Wyreside’s services have been used within this 2-week period. After this initial 2- week period, we will not issue any refunds.

Feedback and Complaints