Complaints and Safeguarding policy

Complaints

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


If you have any issues during your stay 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 and Information and Advice documents.

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

We aim to acknowledge all complaints immediately upon receipt, and at least within 3 working days, normally by the Customer Operations Manager.

Once we’ve investigated your compliant fully we will provide a full response within 7 days, unless there are extenuating circumstances.

If you are still feel we have not satisfactorily handled your complaint it will be escalated to the Chief Operations Manager, and/or 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.