Complaints Policy & Procedures

English Cottage Vacation | Operated by Appanage Vacations Ltd

Our Commitment

At English Cottage Vacation, we are dedicated to delivering an exceptional, stress-free luxury vacation experience. We take every piece of feedback seriously and are committed to resolving any concerns quickly, fairly, and with the warmth and care you deserve.

How to Make a Complaint

If something doesn’t meet your expectations, we want to hear from you right away. You can reach us through any of the following:
· Email: info@englishcottagevacation.com
· In Person: Speak directly with Nathan or Laura during your stay

We encourage guests to raise concerns as soon as possible — ideally during their stay — so we have the best chance of putting things right immediately.

Our Complaints Procedure

Step 1 — Acknowledge

We will acknowledge your complaint within 24 hours of receiving it. You will receive confirmation that your concern has been received and is being looked into.

Step 2 — Investigate

We will carry out a thorough and fair review of your complaint. This may involve:
· Speaking with you directly to understand the full picture
· Reviewing any relevant records, communications, or bookings
· Consulting with any third-party suppliers involved (e.g., excursion providers)

Step 3 — Respond

We aim to provide a full written response within 5 business days. Our response will include:
· A clear explanation of our findings
· An apology where appropriate
· Any action we are taking or have taken
· Any remedy or resolution offered

Step 4 — Resolution

We will do everything within our power to reach a fair and satisfactory outcome. Where applicable, remedies may include:
· A sincere personal apology
· A partial or full refund (assessed case by case)
· A complimentary service or upgrade on a future stay
· A formal change to our procedures to prevent recurrence

Escalation

If you are not satisfied with our initial response, you may request that your complaint be escalated for a secondary review. Please contact us in writing at info@englishcottagevacation.com and mark your message “Escalation Request.”

We will review your case again and provide a final written response within 10 business days.

Third-Party Bookings

If your vacation was booked through a Travel Advisor, we ask that you also notify your Advisor of any complaint. We will work collaboratively with your Advisor to ensure a prompt and satisfactory resolution.

Confidentiality

All complaints are handled with complete discretion and confidentiality. Your personal information will only be used to investigate and resolve your complaint, in accordance with our Privacy Policy.

Continuous Improvement

Every complaint is an opportunity to improve. All feedback is reviewed by Nathan and Laura personally, and recurring themes are addressed as part of our ongoing commitment to service excellence.

Last updated: April 2026 | Appanage Vacations ltd