Our Commitment to You

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At CBUK (Yorkshire) Ltd, we're dedicated to providing exceptional service throughout your holiday home journey. We understand that sometimes things might not go as planned, and we value your feedback to help us improve.

Most concerns can be resolved quickly and easily. Please contact your dedicated advisor first to discuss any issues. They'll work with you to find a solution straight away.

Contact options:

• Phone: 01262 410914
• Email: info@cbuk.co.uk
• In person: By appointment at our Bridlington office

If your concern hasn't been resolved informally, please submit a formal complaint:

1. In writing - Send your complaint to: Complaints Department CBUK (Yorkshire) Ltd Office 6, Bridlington Business Centre Bessingby Way, Bridlington YO16 4SF
2. By email - Send details to info@cbuk.co.uk with "Formal Complaint" in the subject line

Please include:

• Your full contact details
• A clear description of your complaint
• Any relevant documentation
• How you would like us to resolve the matter

1. Acknowledgement - We'll acknowledge your complaint within 2 working days
2. Investigation - Our management team will thoroughly investigate your concerns
3. Resolution - We aim to provide a full response within 10 working days
4. Extended review - For complex matters requiring more time, we'll keep you updated on progress

If you're unhappy with our response:

1. Request a review - Ask for your complaint to be escalated to our directors, Chris Hampson and Megan Hampson
2. Final response - Our directors will review your case and provide a final decision within 15 working days
3. External resolution - If you remain dissatisfied, you may contact:
   
   • The Federation of Small Businesses (FSB) Mediation Service
   • Citizens Advice Consumer Service: 0808 223 1133

Your complaints help us improve. We:

• Review all feedback regularly
• Identify training opportunities
• Update our processes when needed
• Share learnings across our team

We promise to:

• Listen carefully to your concerns
• Treat your complaint confidentially
• Be fair and thorough in our investigation
• Keep you informed throughout the process
• Learn from any mistakes

If you have any questions about our complaints procedure, please contact our Customer Support Team:

Phone: 01262 410914 Email: info@cbuk.co.ukHours: Monday to Friday, 9am to 5pm

This complaints procedure was last updated on [25 June 2025]

Caravan Buyer UK is a member of the Federation of Small Businesses