Complaints Policy




At Comfortscape, we are committed to providing a high standard of service to our guests, property owners, and website users. If something has gone wrong, we want to know so that we can investigate the matter fairly and work to resolve it as quickly as possible.

1. Our commitment

We take complaints seriously and aim to:

  • listen carefully and treat all complaints fairly
  • investigate issues promptly and impartially
  • keep you informed during the process
  • work towards a reasonable and timely resolution
  • use feedback to improve our service

2. How to make a complaint

If you wish to make a complaint, please contact us using the details below:

Email: contact@comfortscape.co.uk
Telephone: +44 7572 968424

You may submit your complaint in writing by email, or raise it with us by phone. Email is usually the best method, as it allows us to keep a clear record of the issue raised. These contact details are listed on the Comfortscape website.

3. Information to include

To help us investigate your complaint efficiently, please include:

  • your full name
  • your booking reference, if applicable
  • the property address or name, if relevant
  • a clear description of the issue
  • the date and time the issue occurred, where relevant
  • any supporting evidence, such as photographs, screenshots, or correspondence
  • the outcome you are seeking

4. Timescales

We aim to deal with complaints as follows:

  • acknowledge your complaint within 2 working days
  • investigate and provide a substantive response within 10 working days

If the matter is more complex and we need longer to investigate, we will let you know and provide an updated timeframe.

5. How we handle complaints

When a complaint is received, we will:

  1. review the details provided
  2. gather any relevant booking, property, or communication records
  3. investigate the issue with any relevant team members or third parties, where appropriate
  4. respond with our findings and, where justified, proposed action

Depending on the circumstances, this may include an explanation, an apology, corrective action, or another appropriate resolution.

6. Escalation

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again by replying to our response email and explaining why you remain dissatisfied. We will then carry out a further review and respond as appropriate.

7. Scope of this policy

This policy applies to complaints relating to:

  • bookings made through Comfortscape
  • guest experience and customer service
  • website related issues
  • communication from our team
  • concerns raised by property owners or service users in relation to our services

This policy does not prevent you from seeking independent advice or pursuing any legal rights available to you.

8. Abuse or unreasonable conduct

We understand that complaints may be made when people are frustrated or upset. However, we will not tolerate abusive, threatening, discriminatory, or harassing behaviour towards our staff or representatives. In such cases, we reserve the right to limit or end communication where appropriate.

9. Privacy

Any personal data provided as part of a complaint will be handled in line with our Privacy Policy and only used for the purpose of investigating and responding to the complaint.

10. Business details

Comfortscape is operated by Cariri Ltd.

11. Policy updates

We may update this Complaints Policy from time to time to reflect changes in our services or legal obligations. The latest version will always be published on our website.