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Complaints Handling Procedure

At The Hinds Head, Bray we always strive to serve you to the highest standards, but unfortunately sometimes things may go wrong or may not be to your satisfaction.

In those circumstances we value your feedback and if, unfortunately, you have a complaint, we will try to resolve it with you. If you have made a complaint which we have not been able to resolve during your visit to us or, if you prefer, you can write to us at:

The Manager
The Hinds Head Limited
High Street, Bray
SL6 2AB

or you can contact us by email at info@hindsheadbray.com. If you are contacting us by email in these circumstances, please mark your email for the attention of The Manager.

It is our policy that all written complaints are acknowledged, via written or verbal communication, by a member of our management team within 48 hours from time of receipt. Our Manager will then respond in writing to written complaints within a further two weeks. As part of responding to a complaint, we may ask to speak with you before responding in writing.

If, unfortunately, our Manager’s written response does not resolve your complaint, you can write to our Managing Director at the address below. Our Managing Director will then respond to you in writing within four weeks of receiving your complaint.

The Managing Director
The Hinds Head Limited
Unit B, Tectonic Place
Holyport Road
Maidenhead
SL6 2YE

We are obliged to provide you with a web-link to the Online Dispute Resolution (ODR) Platform that has been set up by the EU Commission. That web-link is: http://ec.europa.eu/odr.