Complaints Policy

Last updated: November 2026

We aim to provide a clear, helpful service. If something goes wrong, we want to know so we can put it right.

How to complain

Call us on 0151 808 3657 or send details through our contact page. Please include your name, contact details, the dates and location of your stay or enquiry, what went wrong and what you would like us to do.

What happens next

  1. We will acknowledge your complaint within 3 working days.
  2. We will look into it, which may include speaking to the relevant accommodation provider or team member.
  3. We aim to give you a full response within 14 working days. If it will take longer, we will tell you why and when to expect an answer.

Urgent issues during a stay

If there is an urgent problem with your accommodation during your stay, call us straight away so we can help resolve it as quickly as possible.

If you are not satisfied

If you are unhappy with our response, ask for your complaint to be reviewed by our director. We will review it and respond in writing. You may also seek independent advice, for example from Citizens Advice.

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