Complaints Policy and Procedures

If you wish to make a complaint or raise a concern, please refer to our complaints policy and follow the complaints process.


Code of Conduct

At Wraxall Vineyard we are committed to providing a transparent, high quality and accessible service to everyone we deal with. We aim to make your experience with us an excellent one and always welcome feedback and suggestions about the service you have experienced. This could be a dining/ tasting and tours experiences or staying in The Cottages.

We realise that sometimes things go wrong, and that’s where our complaints policy comes in. If you wish to make a complaint or raise a concern, please raise this with a member of our team as soon as possible as this will enable us to respond quickly to address your concerns and helps us to improve and finesse the services we offer. This can be done verbally, via a phone call, letter or email.
In dealing with complaints, we will remain customer focused, be open and accountable, act fairly and proportionately, focus upon putting things right and will use any reflection to improve our offer moving forwards.

Our Commitment

In dealing with your complaint, we commit to:
• treat you fairly, honestly, reasonably, confidentially and impartially;
• operate a transparent complaints procedure;
• be courteous and friendly whenever we speak to you;
• provide a high quality, accessible, responsible and responsive service
• treat your enquiry strictly in confidence

The Complaints Process

All complaints should be made as soon as possible. Please tell us:
• what happened and when
• who dealt with you
• what you would like us to consider, to put things right.

Wherever possible, we aim to resolve any complaints to your satisfaction immediately. On occasion, staff may need to liaise with other colleagues in order to deal with your complaint effectively so it may take longer to respond. Every effort will be made to respond to you in a timely manner. We would greatly appreciate the opportunity to rectify any issues prior to it being shared through social media or online reviews.

If you are not satisfied with the response you receive, please submit your concerns in writing to the email below. info@wraxallvineyard.co.uk . Every effort will then be made to communicate effectively with you to reach a satisfactory conclusion for both parties.

Confidentiality

Your complaint will be dealt with in the strictest confidence, in line with our Privacy policy.
Information about you may be shared internally, but only where necessary to investigate and resolve your complaint. We will only disclose your information to third parties with your consent, or if we are legally required to do so.

Under UK data protection law, you have the right to ask for a copy of the information we hold on you, and the right to ask us to correct any inaccuracies in that information.

Contact

Telephone: 07508 051209
Email: info@wraxallvineyard.co.uk
Postal address: Wraxall Vineyard, Wraxall Road, Wraxall, Somerset BA4 6RQ

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