Complaints Policy

1. What you can complain about

You can raise concerns about the public website, app information, booking administration, communication, privacy, accessibility, property condition, a contractor, CCTV or the handling of a previous complaint.

2. How to complain

Email twhillier@mac.com or write to the registered office. Include your name, contact details, booking reference if relevant, what happened, important dates, supporting material and the outcome sought.

3. Urgent safety or security matters

Use the emergency services for immediate danger. During a confirmed stay, use the current local contact route supplied with the reservation for urgent property issues. Do not wait for the general complaints process where immediate action is needed.

4. Review process and timescales

We aim to acknowledge a complaint within five working days and provide a substantive response within 20 working days where reasonably possible. Complex matters, insurer involvement, third-party evidence or legal issues may take longer; the complainant should be updated.

The reviewer should be sufficiently independent of the event where practical, consider the evidence fairly, identify findings and explain any remedy or next step.

5. Possible outcomes

Outcomes may include an explanation, correction, apology, practical remedy, policy/process change, supplier follow-up, refund or compensation where due under the applicable agreement or law, or a reasoned decision that the complaint is not upheld.

6. Internal review

If you disagree, ask for an internal review within 20 working days of the response and explain the disputed points. A different reviewer should be used where reasonably possible.

7. External routes

Depending on the issue, external routes may include the payment provider, card issuer, insurer, mobile-store provider, UK Information Commissioner’s Office, Spanish data protection authority, consumer advice service, alternative dispute resolution provider or court. This policy does not remove those rights.

8. Complaint records

Complaint records are restricted to people who need them and kept in accordance with the retention policy. Themes should be reviewed to identify recurring service, safety, accessibility or supplier issues.

Contact and version control

This policy is reviewed when the service, law, technology or suppliers materially change. The date above identifies the current public edition.