Complaints Policy

About This Policy

At Snow Hopes, we are committed to providing a positive experience for our community members, guests and customers.

We aim to provide our services with care, professionalism and transparency. However, we recognise that occasionally things may not meet your expectations.

This Complaints Policy explains how you can raise a complaint, how we will handle it, and what you can expect from us.

What This Policy Covers

This policy applies to complaints relating to services provided directly by Snow Hopes, including:

Our community experience
Trip facilitation services
Communication and coordination
Snow Hopes-hosted events
Merchandise purchased directly from Snow Hopes
Our customer service

What This Policy Does Not Cover

Snow Hopes does not sell holidays or act as a travel organiser. If your complaint relates to:

Flights
Accommodation
Transfers
Holiday packages
Travel provider services
Refunds or cancellations relating to your holiday booking

you should contact the relevant travel provider directly using the details provided in your booking confirmation.

While we may assist you in identifying the correct contact, responsibility for those travel services remains with the relevant provider.

How to Make a Complaint

If you are unhappy with any aspect of our services, please contact us: info@snowhopes.co.uk

Please include:

Your full name
Contact details
Details of the service or event your complaint relates to
The date the issue occurred
A clear description of your concern
Any supporting information or evidence
What outcome you would like us to consider

Providing this information helps us investigate your complaint efficiently.

How We Handle Complaints

We will:

Acknowledge receipt of your complaint within 5 working days
Review the details provided
Investigate the circumstances
Speak with relevant team members or suppliers where appropriate
Provide a written response explaining our findings

We aim to provide a full response within 20 working days where possible.

If a complaint requires longer investigation, we will explain the reason for the delay and provide an updated timeframe.

Our Approach to Resolving Complaints

We will consider complaints fairly and objectively.

Where we identify that we have made a mistake, we will aim to:

Explain what happened
Apologise where appropriate
Take reasonable steps to correct the issue
Improve our processes where necessary

Where we do not agree that we are responsible for the issue raised, we will explain why.

Complaints About Community Members or Conduct

If your complaint relates to another member of the Snow Hopes community, including behaviour in WhatsApp groups, Facebook groups or events, please contact us as soon as possible.

We may: