Northumberland Tourism

Northumberland's Destination Management Organisation

Complaints Policy

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We would seek to address and resolve any initial complaint by telephone, email or in person. If you are unhappy with this we would ask you to put the complaint in writing.

What will happen next?

1. We will aim to resolve the complaint within 21 days of receiving it in writing. We will then investigate the complaint. This will involve the associated member of staff, and their line manager investigating the issue, and offering a resolution.

2. If the resolution is unsatisfactory to the complainant, the matter will be referred to the Director.

3. At this stage, if you are still not satisfied, you should contact us again and we will refer the matter to the Chair of the Board for final adjudication, and the final decision will be communicated to the complainant in writing.

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