Complaints
If you are dissatisfied with your membership or the way we handled a concierge request, email complaints@kensingtonconcierge.co.uk or use the form below. Include your name, membership or booking reference, a clear description of the issue, relevant dates and the outcome you are seeking. Please do not send unnecessary sensitive information.
What happens next
We will acknowledge a service complaint within five business days. We aim to provide a substantive response within 15 business days. If we need more time, we will explain why, tell you what we are doing and provide an updated timetable.
We will review the relevant records, may ask for further information and will explain the outcome and any remedy we offer. If the issue concerns an independent Supplier, we may refer the complaint to that Supplier or help you communicate with it, but the Supplier may remain responsible for the underlying goods or services.
Data protection complaints
If your complaint concerns the way we use personal information, email info@kensingtonconcierge.co.uk with the subject Data Protection Complaint or use the form above and select Data protection complaint. We will acknowledge a data protection complaint within 30 days, take appropriate steps to investigate, keep you informed and provide an outcome without undue delay.
Further options
If you remain dissatisfied after our final response, you may use any dispute resolution route or court process available to you under applicable law. We will identify any approved alternative dispute resolution body where we are required or have agreed to use one.
Nothing in this process limits any statutory right, court process or dispute resolution route available to you. For data protection concerns, you may complain to the Information Commissioner's Office at ico.org.uk, although we ask that you contact us first so that we have an opportunity to address the issue.