Making a Complaint or Getting Help

If something’s gone wrong with your park or pitch agreement, use this simple process to raise a clear, evidence-based complaint and get it resolved faster.

When to Make a Complaint

  • Unexpected fee increases, unclear charges, or billing errors.
  • Service failures (closures, facilities, maintenance not delivered).
  • Pressure to upgrade, sell, or move pitches unfairly.
  • Disputes about written terms, renewals, or notices.
  • Poor treatment or ignored requests for information.

Prepare Your Complaint

  • Collect evidence: contract, invoices, emails, photos, incident dates.
  • Write a short timeline: what happened, when, who you spoke to.
  • State your outcome: refund, explanation, fix, or policy change.
  • Be specific: quote dates, amounts, and any promises made.

How to Raise a Complaint (Step-by-Step)

  1. Informal first: speak to the park office/manager and note their response.
  2. Formal letter/email: send a clear written complaint (see template below).
  3. Ask for their complaints policy: confirm who handles it and response times.
  4. Follow up: if no reply in the stated timeframe, chase politely in writing.
  5. Escalate: use the park’s escalation route or independent complaint schemes where available.
  6. Keep records: save all replies, receipts, and notes of calls/meetings.

Simple Complaint Template

Subject: Formal Complaint – [Issue] – Pitch [Number], [Park Name]

Dear [Manager/Operator],

I am writing to raise a formal complaint about [brief issue]. This occurred on [date(s)] and
I have attached/linked evidence including [invoices/photos/emails].

Summary:
• What happened: [1–2 sentences]
• Impact: [cost, disruption, inconvenience]
• What I’m requesting: [refund/fix/explanation/policy change]

Please confirm receipt and the next steps in your complaints process, including timelines.
I look forward to your response within [their policy timescale, e.g. 14 days].

Kind regards,
[Name]
[Pitch/Account]
[Contact details]

Practical Tips

  • Be polite but firm; focus on facts and outcomes.
  • Send important items by email (or recorded post) and keep copies.
  • If offered a goodwill gesture, confirm in writing what it covers.
  • If you feel pressured or ignored, escalate using the written policy.

How NSCOU Can Help

We can help you structure your complaint, review your draft, and — where appropriate — contact the park to seek a fair resolution. We provide general guidance and advocacy support, not regulated legal advice.

Join NSCOU for Complaint Support