At Ventnor Golf Club, we strive to provide the highest level of service to our members and guests. We understand that occasionally issues or concerns may arise. We value your feedback and are committed to addressing any complaints in a fair and efficient manner. Please review our Complaints Policy outlined below:
- Submission of Complaints:
- Complaints should be submitted in writing via email, letter, or through our designated complaints form available at the club or on our website.
- Provide detailed information about the nature of the complaint, including relevant dates, individuals involved, and any supporting documentation.
- Acknowledgment and Communication:
- We will acknowledge the receipt of your complaint within 7 business days.
- A designated member of our staff will be assigned to handle your complaint and act as the primary point of contact.
- We will maintain open and timely communication throughout the complaint resolution process.
- Investigation and Resolution:
- We will conduct a thorough investigation into the complaint, gathering all relevant information and speaking to involved parties if necessary.
- We aim to resolve complaints as promptly as possible, typically within 7 days from the date of receipt.
- If additional time is required for a complex investigation, we will keep you informed of the progress and provide regular updates.
- Fair and Impartial Handling:
- All complaints will be treated seriously, impartially, and with confidentiality.
- We will assess complaints objectively and take appropriate actions based on the findings of the investigation.
- We may seek external advice or mediation if required to ensure a fair and unbiased resolution.
- Resolution and Feedback:
- Once a resolution is reached, we will communicate the outcome to you in writing.
- If the complaint is deemed valid, we will take appropriate steps to address the issue and prevent similar occurrences in the future.
- We encourage feedback on our complaint handling process and will appreciate your input to help us continually improve our services.
- If you are unsatisfied with the outcome or handling of your complaint, you may request for it to be escalated to a higher level of management or designated authority within Ventnor Golf Club.
We are committed to ensuring that all complaints are handled professionally, promptly, and in a manner that respects the concerns and interests of our members and guests. Your feedback is invaluable in our continuous efforts to provide an exceptional golfing experience.
Date of last revision: 07/06/2023