1. Statement of Intent
Amhurst Hotel is committed to providing a high-quality service and welcomes feedback. We
ensure that all complaints are handled promptly, fairly and transparently, with a focus on
resolution and continuous improvement.
2. How to Make a Complaint
Complaints can be made:
- In person
- By phone
- By email
3. Complaints Process
Stage 1 – Initial Response
- Acknowledge within 2 working days
- Attempt to resolve informally where possible
Stage 2 – Investigation
- Investigate the complaint
- Provide a response within 5–10 working days
Stage 3 – Escalation
- If unresolved, escalate to senior management
- Where applicable, refer to the relevant authority
4. Principles
We will ensure complaints are:
- Taken seriously
- Recorded and investigated
- Used to improve service delivery
5. Learning and Improvement
We review complaints to:
- Identify patterns or risks
- Improve processes
- Prevent recurrence
Next Review Date:
4 January 2027