Version: 1.0
Effective Date: July 2026
Review Date: July 2027
At Yorcation Limited, we are committed to delivering a professional, responsive and high
quality service to our property owners, guests, contractors and business partners. We aim
to resolve complaints promptly, transparently and professionally.
This procedure applies to complaints relating to holiday let management, guest
communications, property marketing, booking administration, property inspections,
maintenance coordination, housekeeping services, contractor management and general
customer service.
Please raise concerns with the team member dealing with your property or booking. If the
matter cannot be resolved informally, you may submit a formal complaint.
Submit complaints in writing including your name, contact details, property address or
booking reference, details of the complaint and the outcome sought.
Michelle Bailey
Director
Yorcation Limited
Email: help@yorcation.com
Telephone: 01904 682850
We will acknowledge your complaint within three working days.
We will investigate fairly, review relevant evidence and aim to issue a written response
within 15 working days.
Our final response will summarise our findings, outcome and any actions taken.
We will investigate complaints in accordance with the Management Agreement. We cannot
guarantee guest conduct or accept responsibility for criminal acts or damage caused by
third parties except where required by law or expressly agreed.
Independent contractors remain responsible for their own workmanship although we will
investigate concerns and liaise where appropriate.
Complaints will be handled in accordance with UK GDPR and the Data Protection Act 2018.
We may decline abusive, vexatious, out of scope or excessively late complaints.
We review complaints to improve our services.
Michelle Bailey
Director
Yorcation Limited
Email: help@yorcation.com
Telephone: 01904 682850
Website: www.yorcation.com