Terms and Conditions
Welcome to the Gotwick Manor Estate website. These terms and conditions outline the rules and regulations for the use of our website.
By accessing this website, you accept these terms and conditions. Do not continue to use this website if you do not agree with all of the terms and conditions stated on this page.
1. License to Use the Website
Unless otherwise stated, Gotwick Manor Estate and/or its licensors own the intellectual property rights for all material on the website. All intellectual property rights are reserved. You may view and/or print pages for your own personal use, subject to restrictions set in these terms and conditions.
2. Restrictions
You are specifically restricted from all of the following:
Publishing any website material in any other media without our written consent.
Selling, sublicensing, and/or otherwise commercializing any website material.
Using this website in any way that is or may be damaging to this website.
Using this website in any way that impacts user access to this website.
Engaging in any data mining, data harvesting, data extracting, or any other similar activity in relation to this website.
Certain areas of this website are restricted from access by you, and Gotwick Manor Estate may further restrict access by you to any areas of this website, at any time, in its sole and absolute discretion.
3. Privacy
Your use of the this website is also governed by our Privacy Policy. Please review our Privacy Policy, which is incorporated into these terms and conditions by reference.
4. No warranties
This website is provided "as is," with all faults, and Gotwick Manor Estate makes no express or implied representations or warranties, of any kind related to this website or the materials contained on this website.
5. Limitation of liability
In no event shall Gotwick Manor Estate, nor any of its officers, directors, and employees, be liable to you for anything arising out of or in any way connected with your use of this website, whether such liability is under contract, tort, or otherwise.
6. Governing Law & Jurisdiction
These terms and conditions are governed by and construed in accordance with the laws of England and Wales, and you submit to the non-exclusive jurisdiction of the state and federal courts located in England and Wales for the resolution of any disputes.
By using our website, you hereby consent to our terms and conditions and agree to its terms.
If you have any questions or concerns, please contact us at info@agricald.com.
Agricald Complaints Procedure/Policy
Introduction
We, Gotwick Manor Estate / Agricald Ltd., are committed to dealing effectively with any complaints raised about our products and services. If we have made a mistake we will apologise and do our best to put things right.
We review complaints regularly. Wherever possible, we will use this information to improve the way we doing things. We also welcome comments and compliments about the products and services we have provided.
How to contact
We want it to be simple and convenient for you to raise a complaint or give feedback.
To contact us you can:
Call: 07487 528809
Email: info@agricald.com
Write to: Agricald,
Gotwick Manor
Hammerwood
RH19 3PY
To issue a complaint, please do this in writing (either by letter or email).
What can you expect from us after you have made a complaint?
If we receive a complaint from you we will do all that we can to help you and try to find a solution to any problems you have brought to our attention. We will ensure that:
· Your complaint is acknowledged within 3 working days of the date that it is received.
· We resolve the complaint within 15 working days.
· We will let you know within the 15 working day period if we think it may take longer to investigate you complaint and tell you how long we expect it to take.
· We will respect your right to confidentiality and privacy.
· We will treat you fairly and take all complaints seriously.
The person who is investigating your concerns will firstly aim to establish the facts. In some instances, we may ask for further information and may ask to meet you to discuss your concerns.
Outcome
Following our investigation, we will let you know what we have found using the form of communication that your original complaint was received. We will explain how and why we came to our conclusions.
If we find that we have done something wrong, we will tell you this, explain what happened and apologise. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to changes things to stop it happening again.
Time scales
You must raise the complaint within three months of the incident or where a series of associated incidents have occurred, within three months of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply. After a complaint has been made you should expect the complaint to be fully resolved within 15 working days.
Putting things right
If there is a simple solution to your problem, we may ask you to accept this solution. For example, if you asked for a bulk bag of logs and you received a small sack bag of logs, we will offer to correct the order at no cost rather than continuing to investigate.
Staff training
We will make sure that our staff are trained to handle complaints effectively and receive appropriate training in the use of the Complaints Policy. Where a complaint relates to a specific individual further training will be given to this individual to ensure problems do not occur again.
Not satisfied following resolution of the complaint
While we will try our upmost to resolve all complaints, if you feel that your complaint has not been fully resolved you should go back through the same process and give your reasons as to why your complaint was not fully resolved. Following a second investigation of the complaint, if you are still unhappy then you can issue a formal complaint to the legal ombudsman: Bring your complaint to us | Legal Ombudsman
Complaints Management Process
The process for submitting and dealing with a complaint is set out below. This outlines the various stages and timescales to clearly show where you are in the process and what should be happening next.
Stage 1 – Making your complaint
Please set out the details of your complaint in writing (either by letter or email) by contacting Shannon Conolly at:
Email: info@agricald.com
Address: Shannon Conolly
Agricald Ltd
Gotwick Manor
Hammerwood
RH19 3PY
Include as much detail as possible, including dates, names of any members of staff you dealt with, and where possible any supporting evidence.
Stage 2 – Our acknowledgement
You will receive a response acknowledging your complaint within 3 working days of us receiving your complaint.
Stage 3 – Our investigation
Your complaint will be investigated and Shannon Conolly with provide a formal written response address your complaints and proposing resolutions where appropriate
Timescale: Within 15 working days of receiving your complaint.
Stage 4 – Final Viewpoint
If you remain dissatisfied, you should contact us again through the same process and a separate review will be undertaken by Chris Chandler. This will outline our final viewpoint o the matter.
Timescale: Within 15 working days of receiving your request for a further review.
Stage 5 – Redress
If our final viewpoint letter does not resolve matters (or more than 8 weeks have elapsed since the complaint was first made) you should make a formal complaint to the legal ombudsman: Bring your complaint to us | Legal Ombudsman