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Feedback and Complaint Procedure

Room Club – Sognando Ltd – Formal Complaints Procedure

We are dedicated to providing you with a high quality service, and want to maintain this at all times.

We are subject to the rules of The Ombudsman Services. In general terms this gives Clients who are unable to resolve a complaint against us the right to have this reviewed by an independent body ─the Ombudsman.

We hope that our complaints procedure will resolve any complaint without the need for you to contact The Ombudsman Services. Please note that the Ombudsman will not investigate your complaint before you have completed our complaints procedure and received a letter or email from us giving our final response.

This document shows the steps in our complaints procedure. At every stage we promise to listen, to do everything we can to resolve your problem and to make sure you’re happy with the way we do it.

Our Complaints Procedure

If you have a problem relating to the service you have received, please send an email to complaints@roomclub.com. Our aim is to deal with your problem sympathetically, fairly and quickly.

If you feel that the matter is not being resolved to your satisfaction, please ask to have this handled to the Manager of the department dealing with your enquiry. The Manager will try to resolve the matter within 48 working hours, although whether this is possible will depend on the complexity of the complaint.

If the response by one of our Managers does not resolve the matter to your satisfaction, you can ask the Manager to refer the complaint to our Senior Manager,

A letter of acknowledgement will be sent to you within 3 working days. It will also:

Set out our understanding of your complaint and state when we will be able to reply in greater detail.

You may also be asked for additional information if this is required to assist resolving the matter.

Your letter should state why you are still dissatisfied and what further action you wish Sognando Ltd to take to fully resolve your complaint. Our Head of Customer Experience will fully investigate your complaint as quickly as possible.

In all but exceptional cases, by the end of eight weeks following receipt of your complaint, Sognando will have given you its final response in writing.

If you are still not satisfied with the steps taken by Sognando Ltd, you can write to:

Ombudsman Services: http://www.ombudsman-services.org/

The Ombudsman Services will consider your complaint, taking into account any points made by you and Sognando Ltd. The Ombudsman may, however, refuse to investigate a complaint when your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the Ombudsman more than six months after you received the Member Agency’s final offer of settlement or answer.

The Ombudsman’s Office may try to settle the dispute by agreement between you and Sognando Ltd. If this is unsuccessful, the Ombudsman will consider all the relevant factors and make a decision according to what he believes to be fair in all the circumstances.

The Ombudsman will send his decision to you and Sognando Ltd. You can accept or reject his decision. If you reject the Ombudsman’s decision, it will lapse and you are free to do as you wish.

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