Complaint Procedure
Last updated: 6 August 2026
This procedure applies to complaints about TeamStays Services and to escalation of unresolved booking issues. It is designed to distinguish urgent stay incidents from formal complaints.
1. Incident versus formal complaint
| Type | Meaning | Typical examples | Target handling approach |
|---|---|---|---|
| Service incident | An operational issue requiring prompt action during or close to a stay | No access, missing linen, heating failure, safety issue, wrong property, billing error needing quick fix | Immediate triage; aim for same-day action where urgent |
| Formal complaint | A dissatisfaction about TeamStays service, complaint handling, or final booking outcome requiring investigation | Poor support, unfair refund outcome, repeated service failure, staff conduct complaint | Written acknowledgement and structured investigation |
2. How to raise an incident
- Incidents should be reported as soon as possible by email to info@teamstays.co.uk or through the relevant TeamStays support channel shown in the booking documents.
- For urgent health, safety, or security concerns, the Customer or Host should first contact emergency services where appropriate and then notify TeamStays.
- TeamStays will prioritise incidents affecting check-in, habitability, property safety, or immediate loss.
3. How to make a formal complaint
- Formal complaints should be sent in writing to info@teamstays.co.uk with the subject line: Formal Complaint.
- The complaint should include the booking reference (if applicable), the complainant’s name and company, a summary of the issue, key dates, supporting evidence, and the remedy sought.
- If a complaint is made by telephone, TeamStays may ask the complainant to confirm it in writing so the complaint record is accurate.
4. Complaint stages and target times
| Stage | Target time |
|---|---|
| Acknowledgement of formal complaint | Within 2 business days |
| Initial substantive response or update | Within 10 business days |
| Final written response | Normally within 20 business days |
| Extended cases | If more time is needed, TeamStays will explain why and provide a revised target date |
5. Investigation approach
- Complaints will be reviewed by a suitably authorised staff member who was not primarily responsible for the matter where reasonably practicable.
- TeamStays may review booking documents, call recordings, support tickets, payment records, Host and Customer communications, photos, and other relevant evidence.
- TeamStays may ask the Host, Customer, or Guest for further information and may pause the timetable pending receipt of information reasonably necessary to investigate.
6. Complaint outcomes
- A complaint outcome may uphold, partially uphold, or reject the complaint.
- Where appropriate, TeamStays may apologise, explain what happened, take corrective action, offer a goodwill gesture without admission of liability, revise a billing or refund decision, or identify service improvements.
- The final response will be provided in writing.
7. Escalation
- If the complainant remains dissatisfied after the final response, the complainant may request one internal escalation review by a senior manager within 10 business days of the final response.
- The internal escalation review will normally be completed within 10 business days of the escalation request.
- Nothing in this procedure prevents either party from seeking legal advice or pursuing any rights available under contract or law.
8. Records
TeamStays will keep complaint records for service improvement, training, audit, and legal defence purposes in accordance with the Privacy Policy and applicable law.