1.0 How to provide feedback

No matter if you have good or back feedback we’ll listen and endeavour to act on your needs. 

There are three ways you can get in touch with us:

1. Feedback form

– Click here to send us your thoughts via our online contact form.

2. Email

– Send through your feedback to info@vinescapes.com. You can address it to a member of the team you work with or know, or you may choose to address it directly to our CEO, Dr Alistair Nesbitt.

3. Telephone

– Call us during business hours, 9am to 5pm (UK Time)  on +44 (0) 1306 733 960.

4. Written Letter

– If you’d prefer to write things down and send your feedback to us via the mail, please direct your letter to:

Vinescapes Services Ltd
Dunley Hill Court
Dorking, Surrey
RH5 6SX

2.0 Supply of feedback

Whichever way you choose to provide feedback, we’ll need to know the following things:

• Your name
• Your email address, so we can record your comments
• A description of the topic
• If you’re unhappy with our services, please let us know you’d like us to do to put things right
• A daytime phone number and the best time to contact you
• If your feedback is confidential, please make this clear from the outset by stating so on the phone call initially or by including ‘Confidential’ at the top of the page or in the subject title.

3.0 What you can expect

Once you’ve contacted us, we’ll do our best to come back to you with advice, rectification or further information within 10 working days. If we need more time to complete our investigations, we will keep you updated with our progress.

4.0 Unresolved issues

If for any reason you’re not happy with our response, please let the person that handled your feedback know as soon as you can.

We then have the opportunity to see if there is anything further we can do. Once we’re satisfied we’ve considered all aspects of your feedback, we will send you our final response and seek to resolve any issues in full or proceed to a process of mediation if necessary.

Please get in touch if you have any questions about our Feedback Policy.

Version 4 – 30 July 2024