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Chill Factore's Complaints Procedure

We want everyone who walks through our doors to have a snow-packed experience that’s second to none and we work hard so that all guests have amazing days.  Sometimes we miss the mark.  We know we are not perfect but we want to be.  This is why we have a complaints procedure.  We want to learn from our mistakes and we welcome feedback on how we can improve our service and your experience. We take complaints seriously and deal with them promptly.

What can I do if I’m not happy with my visit?

We can usually put things right during your visit, so please talk to a member of our team if you are unhappy.  However, there may be times when we’ve not been able to sort out the problem straightaway or you feel it needs to be looked at more formally. If this happens, we have a complaints procedure which we’d encourage you to use, so that the issue can be resolved for you.

Making a formal complaint:

You can make a complaint in a number of ways:

In person: Please speak to a member of our team

By letter: Please write to the Guest Experience Manager, Chill Factore, 7 Trafford Way, Trafford Quays Leisure Village, Manchester M41 7JA

By email: Please email guestservices@chillfactore.com

By phone: Please call 0161 749 2222

Please let us have your booking reference and as much relevant information as possible. We’ll acknowledge receipt of your complaint within 24 hours and ask the appropriate manager to deal with it.  We aim to respond in full to your complaint within 14 days of acknowledgement.  If the issue is complicated, it may take us a little longer to investigate, but we will explain any delay to you and keep you informed of progress.

Review of your complaint:

If you remain unhappy after our response to your formal complaint, you can ask for a further review by writing to the Guest Experience Manager or emailing complaintreview@chillfactore.com.  We’ll acknowledge receipt of your request within 24 hours and your correspondence will be passed on, with any supporting evidence, to one of our directors for review.  You can expect a full response within 14 days but if we feel that we may need more time to investigate we will get back in touch to let you know.