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Complaints Policy

We take all complaints seriously and aim to resolve them quickly and fairly.

How to Complain

You can submit a complaint by:

  • Email: complaints@keystoneexperiences.co.uk
  • Post: Keystone Experiences, The Annex, Shepherds Crook, The Common, Cranleigh, GU6 8SQ

Please include: your full name, email address, membership number (if applicable), details of your complaint, and the outcome you are seeking.

Our Process

1

Acknowledgement

We acknowledge all complaints within 48 hours of receipt.

2

Investigation

We investigate thoroughly and may contact you for additional information.

3

Resolution

We aim to resolve all complaints within 14 days. If we need more time, we'll tell you why and provide a revised timeline.

4

Outcome

You'll receive a written response with our findings and any action taken.

Escalation

If you are not satisfied with our resolution, you may escalate your complaint to:

  • The Advertising Standards Authority (ASA) — for complaints about advertising or promotional material
  • Citizens Advice — for general consumer rights guidance
  • The Information Commissioner's Office (ICO) — for data protection complaints
  • Trading Standards — via your local authority

Record Keeping

We maintain a record of all complaints received, including the nature of the complaint, how it was handled, and the outcome. These records are reviewed quarterly to identify trends and improve our service.