We will do all we can to ensure you enjoy your Pontins Holiday, but we know that sometimes things may go wrong. We hope that you won’t need to complain, but if you do please see the steps below:

• If there is anything wrong with your holiday accommodation or the facilities on park whilst you are staying with us, please report the issues by telling the nearest Duty Manager who will try and put things right.
• Please make sure you complete a guest solutions form with the team. The duty manager will strive to fix the issue there and then for you but if this is not possible the form and official complaint must be sent to our dedicated Guest Solutions team within 28 days from departure who will aim to respond within 28 working days. Please be aware if you haven’t filled in the guest solutions form at reception the team may not be able to help you.

Pontins will always keep all your personal information safe and secure so due to Data Protection, we can only correspond with the Lead Name on the Holiday reservation. The complaints procedure can be found within our Terms and Conditions.

Halecroft,
253 Hale Road,
Altrincham,
Cheshire,
WA15 8RE,