Complaint policy

Our heartfelt commitment to you is that we listen and respond to your needs to ensure your time with us is enjoyable – We go the extra mile.

If you feel that we have not met this commitment please contact us at or call 020 7663 1000 and we will do everything we can to ensure that we resolve your complaint.

Our commitment to you is that we will acknowledge your complaint within 24 working hours.  This will be investigated by the management team who will respond in full within 5 working days.

If you are not happy with the response then you have the right to request that the complaint is further investigated by the CEO Paul Grey.