Terms & Conditions

Table of Contents

Holiday Booking Terms & Conditions

1. Definitions
2. Your Health, Before Your Leave Home & Throughout Your Stay
3. You & Your Holiday Party
4. Protecting Your Holiday
5. Commitments - What Is Expected of Each Other
6. Holiday Prices & Payment
7. Changing Your Holiday
8. On Holiday With Us
9. Our Park Contact Details
10. The Agreement

Holiday Home Ownership Terms & Conditions

1. Book An Experience Day
2. Let 2 Help Offset
3. Holiday Refund Offer

Please read these terms and conditions carefully as they make up your agreement with us. These terms and conditions apply only to booking contracts made with Waterside Holiday Group Ltd online, by phone or in person on one of our Parks but do not apply to private letting contracts made directly with a holiday homeowner.

Due to changes within the law, or indeed within our Company, these terms and conditions may need to change from time to time. If any such amendment causes radical changes to your booking, we will allow you the opportunity to cancel your visit and receive a refund in full. A copy of the most up to date version of our Terms & Conditions will always be available to view online at www.watersideholidaygroup.co.uk

1. Definitions

To make these terms and conditions as easy to understand as possible please see our definitions of the phrases you may see:

‘you’ and ‘your’ – the person that makes the booking

‘we’, ‘us’ and ‘our’ – Waterside Holiday Group and Waterside are a trading names used by three separate companies whose registered office is 10 Bridge Street, Christchurch, Dorset, United Kingdom, BH23 1EF; (the “Principal”). We are a credit broker not a lender.

• Bowleaze Cove Holiday Park & Spa (including Waterside Safari Lodges), and Chesil Beach Holiday Park are owned by Waterside Holiday Group Ltd registered in England and Wales, no. 2328741
• Osmington Mills Holiday Park is owned by Osmington Holiday Park Ltd whose registered number is 12220187
• Tregoad Holiday Park is owned by Tregoad Holiday Park Ltd whose registered number is 12846599

‘we both’ – both Waterside Holiday Group Ltd and you

‘agreement’ – the contract between us based on these terms and conditions, any other conditions we refer to in our brochure and website, anything else we agree in writing and the terms of any promotional offer you have booked

‘party’ you and anyone holidaying with you, the total number of whom is specified on your booking confirmation.

2. Your Health, Before You Leave Home & Throughout Your Stay

The wellbeing of our guests, team and owners is our number one priority so if anyone travelling with you is feeling unwell prior to your arrival and exhibiting any symptoms of a communicable illness, you must not travel to our holiday park. Equally, whilst you are on holiday with us, if any member of your holiday shows any of the symptoms of a communicable illness, you must seek medical help immediately and notify our Park team. Depending on the individual case, we may contact a doctor, ask you to remain in your holiday accommodation or even curtail your holiday.

3. You & Your Holiday Party

The total number of people coming with you (including children and babies) must not be more than the capacity your holiday home allows and as detailed on our website. In most cases this will be either 4, 6 or 8 for a Caravan Holiday Home and between 2 and 18 for our cottages (where available). Please check your booking confirmation carefully for this information as if you do exceed the maximum number, any additional guests over and above the maximum number will not be permitted to stay. This is a legal requirement.

When you make your booking, you will be required to give us details of your permanent home address. This will be checked against the electoral register, both to prevent fraud and to ensure that we can contact you by post before and after your holiday if we need to. If you are not on the electoral register because you have recently moved home, we may ask to see a council tax bill showing your new address.

4. Protecting Your Holiday

Personal circumstances can change for a variety of health and financial reasons and although we do not offer a holiday insurance product, we strongly advise that you take out suitable policy to at least cover you for COMPREHENSIVE cancellation, medical cover and personal possessions during your holiday.

Waterside Group Terms for Cancellation due to sickness*, death or redundancy:

Should you suffer the disappointment of having to cancel your holiday due to you, or any member of your party suffering from sickness*, redundancy or death, please be reassured that our cancellation terms are included at no extra cost to you. As long as you notify us in writing by post or by email at least 7 days prior to the start of your holiday, you will be due a full refund minus the non-refundable deposit.

If we refund you in line with the terms above, payment will be made to you in the same way the payment was made, e.g., the same payment card.

To claim under these terms:

• Send us written confirmation or your desire to cancel or amend your booking by post (Cancellations, Waterside Holiday Group, Bowleaze Coveway, Weymouth, DT3, 6PP) or email (cancellations@watersideholidays.co.uk) along with proof of why you wish to cancel e.g., a doctor’s certificate.
• We will get in touch as soon as we have received this information to let you know if and how your refund will be processed.
• If cancelling within 14 days of your scheduled arrival, we would always advise that you telephone us to confirm that we have received your written notification

Please note that these cancellation terms form part of this agreement with you. They are not an insurance policy. If you require comprehensive Travel insurance cover which may include cover right up to the day of arrival, we advise you take this out with a reputable 3^rd party Travel insurance provider

* – The sickness cannot relate to any pre-existing condition and must be of a nature that presents a risk to fellow guests and our Team on park. Please note that accidents and injuries are not sickness and therefore are not covered.

Waterside Group Terms for Other Cancellations

Naturally, we will be extremely disappointed not to welcome you to the park, but we do appreciate that circumstances change, and you may need to cancel your holiday with us. If you are cancelling for any other reason, your refund will depend on how close you are to the holiday start date when you advise us that you no longer wish to travel. The table below details your refund entitlement:

Days before scheduled arrival, Refund entitlement

71 days or more, FULL refund less your non-refundable deposit

70 – 36 days, 70% of the holiday cost less the non-refundable deposit

35 – 15 days, 30% of the holiday cost less the non-refundable deposit

14 – 8 days, 10% of the holiday cost less the non-refundable deposit

7 days or fewer, no refund

Your refund will be calculated based on your total holiday balance, excluding the deposit, any additional charges, and amendment fees for changes to your booking. The refund amount cannot exceed the total amount you have paid and will be capped at the amount you have already paid, if applicable.

If we make the change:

On very rare occasions we may be unable to provide the holiday booked or, in exceptional circumstances, we may need to cancel your booking. In the unfortunate case that you are affected, we will advise you at the earliest possible opportunity and offer one of the three following options.

1. A replacement holiday that is similar or better than the one you booked.
2. A replacement holiday that is less expensive than the one you booked with the refund of any price difference as appropriate
3. A full refund

Needless to say, you will be informed of the circumstances relating to the change and receive a full apology for the inconvenience caused.

5. Commitments - What Is Expected of Each Other

Us to you:

We will do everything in our power to ensure your holiday experience is as described in our agreement and that we will do all we can to prevent things going wrong.

On occasions, this may involve us upgrading your accommodations by allocating you a 3-bedroom holiday home of the same or better grade rather than a 2-bedroom model.

We want you to have a fantastic stay with us and cannot fix something we know nothing about. So, if you feel that we have failed in this commitment, please contact us immediately and we will do our utmost to put things right, as quickly as possible.

You to us:

We want the holidays we provide to be enjoyable for everyone, therefore we have the right to decline a booking, especially if we think things may get spoilt for our other guests.

Where some of the party is under 21, there must be sufficient capable and responsible adults over the age of 21 to provide suitable supervision for the party and each member of it.

Please note that our policy to decline a booking extends to anyone who is or has been listed on the Violent and Sex Offenders Register (or any register which supersedes this), or anyone who is subject to a Sexual Risk Order, Child Abduction Notice or any similar order, court proceedings or register.

You therefore agree to tell us who is coming with you and you will only let those people into our park

For the benefit of the whole park community, holidaymakers, team and Owners and their guests, anti-social behaviour is not tolerated. Therefore, you and your party agree to not acting in any way that can be reasonably considered as being antisocial and adversely affecting the experience of other persons on Park in a serious way. In such circumstances, we will require that you and your party leave the park immediately with no refunds unless the behaviour is capable of being remedied. If it is capable of being remedied we will issue a single and final warning.

You and every member of your party promise to abide by our terms and conditions. If you break them in a serious way, we will require that you and your party leave the park immediately with no refunds unless the breach is capable of being remedied. If it is capable of being remedied, we will issue a single and final warning.

If we have required you to leave the park then we reserve the right not to accept any future booking from you or any member of your party

Finally, you agree to look after the accommodation allocated to you along with the facilities, so that other guests can enjoy them after you. If you cause damage, you will tell Reception straight away so that we can sort it out.

6. Holiday Prices & Payment

What is included in the price?

Your holiday price includes your accommodation along with bed linen, your beds made up on arrival. Towels are included in ONLY Luxury Lodges, Signatures and Deluxe accommodation. In addition, you receive a Pass so you can access and book a wide range of free and paid for activities and dine in any of the eateries on park. This means that you have use of our swimming pools and most other leisure facilities included, however some activities or Spa treatments may cost extra, and some may not be suitable for everyone. Please note that we can ONLY make facilities available for use when both the law and our internal health and safety risk assessments tell us we can open them safely. Since we cannot promise that the facilities will always be open, should we need to withdraw them you will not be entitled to either receive compensation or to cancel.

Please note that during the off-peak periods, access to some facilities may be restricted for other reasons which is why these holidays are less expensive.

Your Holiday Price:

All ‘Now’ prices quoted on this website include any applicable promotional offers or discounts.

Like most things supplied these days, prices can change from day to day depending on availability. You will find our up-to-date prices on our website, although the price of your holiday inclusive of VAT will be confirmed at the time you book. Once you have booked your holiday, we will not increase the price unless costs out of our control, such as the rate of VAT, increase.

In this technologically complex world, on the very rare occasions that pricing errors occur, and we find that a mistake has been made and you have been substantially undercharged, we may get in touch to put things right. You will have the choice of cancelling your holiday and receiving a full refund, paying the full price, or transferring the money you have already paid to alternative dates, depending on availability. If on the other hand, we have overcharged you in error, naturally we will refund the difference to you with a full apology!

Your Holiday Price:

When creating a booking, you are required to pay a deposit to secure the accommodation for your holiday. Your deposit payment is non-refundable and does not guarantee confirmation of your booking.

The amount you pay for your deposit will be detailed prior to making your booking and will be displayed on your booking confirmation.

Holiday Discounts:

From time to time, we may offer promotional offers however these cannot be used in conjunction with another offer or discount unless specifically stated and apply to new bookings only. Offers are subject to change and can be withdrawn at any time. The offer of next year’s holiday at this year’s price excludes any promotions or discounts.

What to pay and when:

If booking more than 10 weeks before your arrival date you have the flexibility of paying a low non-refundable deposit, the full amount or anything in between. If not paying in full, you then have the choice to make payments as and when you wish as long as the full balance is received by 10 weeks prior to the start of your booking. Failure to make this payment in full will be treated as cancellation of your holiday with no entitlement for refund as described under Section 4.

If your holiday booking is made less than 10 weeks from the arrival date, you will need to pay for the holiday in full. The total payment is made up of your Deposit and Remaining Balance.

Please note that it is your responsibility to ensure that there is no outstanding balance on your holiday on the balance due date else we may cancel the booking and no refund of monies paid will be given.

7. Changing Your Holiday

If you make the change:

We do understand that sometimes circumstances change, and it is no longer possible to have your holiday on the dates initially booked.

Changes more than 10 weeks before your holiday arrival date – If this happens and you are not within 10 weeks prior to arrival, please telephone 01305 833103 as soon as possible and we will do all we can to accommodate those changes. Whilst we do not always make a charge for changing your booking, it may not always be possible to meet your requirements and the best options will be discussed with you. If an alternative booking is found for you but is at a higher cost, you will be required to pay the additional cost. If the change to your booking results in a lower cost holiday and those changes are made at least 10 weeks prior to the start date of the original booking, the difference in cost will be refunded.

Changes less than 10 weeks before your holiday arrival date – If the change of dates occurs within 10 weeks to 7 days prior to the start of the holiday, the alteration to the booking will be treated in line with our cancellation policy and is at the discretion of the management team and dependant on availability.

We reserve the right to charge a £20 amendment Fee for any change made to your booking within 10 weeks of the arrival date.

8. On Holiday With Us

Special Requests:

When booking your holiday, we will always do our best to accommodate any special requests, such as choosing a specific holiday home, however, we cannot guarantee this request, especially if the unit that you want is already booked or unavailable due to circumstances beyond our control. The closest alternative will be offered to you.

Specially adapted holiday Homes:

A number of our holiday homes are built to accommodate guests with special needs and access requirements. Please call us on 01305 833103 to discuss those needs, or alternatively see our access statement on www.watersideholidaygroup.co.uk

Arriving at the start of your holiday:

Check in times will vary depending on the grade of accommodation booked and are detailed on your Holiday Confirmation. All holidays at both Osmington Mills and Tregoad have a 4pm check-in time as do Classic and Superior holiday homes at Bowleaze Cove Park & Spa and Chesil Beach. At both Bowleaze and Chesil, Deluxe holiday homes and Deluxe Safari Lodges have a 3pm check in time whilst Signature holiday homes and Signature Safari Lodges have a 2pm check in time. When you arrive, please check in with Reception. Every effort is made to get your holiday home ready ahead of the provided check in times, and you may find that if your holiday home is ready early, you can check straight in. If your holiday home is not quite ready, we can issue you with your facility passes so that you can enjoy them whilst you wait.

Arriving Late, or not at all?

If you are planning to or find yourself running late, please let the park know so we can make alternative arrangements for your arrival. If you do not arrive on your scheduled arrival date and you have not informed us otherwise, we will assume that you have chosen not to travel, and your booking is treated as cancelled. The consequence of this is that from noon on the day after the booked arrival date, we reserve the right to re-let the accommodation to another guest. You will only be entitled to a refund if the cancellation terms apply.

Holidaying with children?

We do everything we can to keep you and all children in your party safe throughout your holiday on park with us however minors in your party remain your responsibility at all times, and you are required to ensure they do what our team say for their own safety and to ensure they are supervised appropriately. In particular after dark, we expect all minors to be in the presence of a parent or guardian.

Cots

Cots can be hired both at the time of booking or any time prior to your arrival on park, just give our reservations Team a call to add this on. We do need to advise that the fitting of a standard sized travel cot in the bedroom of holiday homes is not always possible so it may be necessary to position the cot in the living area.

Groups

To make a booking at Waterside, approval is required if your group consists of any of the following:

• All male, or all female members of 3 or more persons.
• All adults consisting of 4 or more persons.

The number of people staying in any accommodation must not exceed the maximum occupancy as specified when making your booking and only those listed as party members on your booking may stay in the accommodation.

Being family friendly holiday parks, our holiday experience is built around the expectations of both families and couples and not groups. Please therefore note that:

• If you request a booking for more than two people, we may ask you to provide evidence to our reasonable satisfaction that you are all couples or members of the same family.
• If you request a booking for more than one holiday accommodation, then we may contact you before deciding whether to accept the booking to help us decide whether we are able to provide the holiday experience you are looking for.
• You must tell us if your booking request is connected to any other booking, for example, because you know the other party or you share a common purpose in visiting the park.

Should you break our groups policy, we may terminate your holiday effective immediately without refund and require you to leave the park.

Health & Safety:

Including the use of Waterside Group operated CCTV on our Parks, we take all reasonable measures to ensure the health and safety of you and your party (which includes all of the things that we are required to do by law, the Health and Safety Executive and the local authority). This may mean that at certain times we have to close a facility, however we will make sure that we re-open as quickly as possible, and that we let you know of any issues as soon as they arise.

Emergency access: If there is an emergency on park, we can enter your accommodation without notice.

It is also extremely important to us though that you follow our rules and advice whilst you are with us. More than anything we want you to enjoy your holiday, so we will not weigh you down with lots of petty rules, but there are one or two that are especially important.

Swimming Pool Safety – Children under 8 years old (or who cannot swim and are under the age of 14) must be accompanied by a responsible adult. The responsible adult can supervise 2 non-swimmers but must ensure that they do not go out of their depth. All swimming pool users are required to do exactly what our lifeguards ask. Regardless of the presence of lifeguards, you remain responsible for the behaviour and safety of all the children in your party at all times.

Enjoying your Hot Tub ….. where applicable:

Firstly, we appreciate your understanding and patience as we cannot guarantee that your Hot tub will be at its optimal operating temperature of between 37°C and 38°C immediately after you have checked in to your accommodation. This is due to the fact that prior to your arrival, your Hot Tub will have been completely emptied, cleaned, and refilled to maintain the required standards of cleanliness. Re-heating the volumes of water involved takes time.

We sincerely want you to enjoy use of your Hot Tub, and for you to do so in a safe and secure manner. With this in mind, on the one hand we test both chemical balance and water quality twice a day.  On the other hand, we have to insist that you observe the following when using your Hot Tub:

• Take care both when removing and replacing the Hot Tub cover and when entering and exiting the Hot Tub
• Shower before and after use. Do not use any soaps or oils in the Hot Tub nor use if you have applied fake tan.
• Do not stand, sit, or lie on the lid or edge of the Hot Tub and certainly do not jump or dive into it.
• Your Hot Tub has a maximum number of occupants, and this must be observed to enable its filtration system to function correctly and maintain a suitable chemical balance
• No child under 4 years should use the Hot Tub and it is your responsibility to supervise all minors between the ages of 4 and 16 years if allowing them to use the facility.
• You should avoid use of your Hot Tub if you are under the influence of alcohol or have recently eaten a substantial meal. No glass or food should be brought into the vicinity of the unit, and you must refrain from smoking during use.
• Do not use if you are pregnant. If you suffer from heart disease, diabetes, blood pressure issues or any other serious illness, please take advice from a medical professional before use.
• You must only use a Hot tub continuously for a maximum of 15 minutes. At any time during usage, if you feel unwell, you must get out immediately. Please ensure you cool down between periods of use.
• If our usage guidelines are followed, your Hot Tub will provide you with many happy memories. However, if used excessively, it may be that the levels of cleanliness and the chemical balance of your Hot Tub cannot be corrected by routine maintenance. Under such circumstances, we will be required to drain the hot tub down and re-fill and re-heat. Naturally, the Hot tub will be out of use until we deem it ready.
• You are not permitted to use the Hot Tub after 11pm and ask that when doing so after 10pm that noise be kept to a minimum. Do not use at any time during stormy weather where there is a risk of lightening!
• When not using the Hot tub, we kindly ask you to replace the cover. Turn off the jets but do not turn off the Hot Tub as you will wish to maintain the water heat for subsequent use.

e-Scooter Safety – Unfortunately there are increasing numbers of reports of e-scooter batteries overheating and combusting whilst being recharged. Due to the potential fire risk, for your safety and that of your fellow guests, we must insist that you do not charge these in your holiday accommodation.

Recreation:

We ask that you do not use a drone, powered model aircraft or any other powered flying object on the park.

Skateboards, roller skates/blades and scooters and e-scooters should be used with care and attention to others. As these cannot be used on public roads/highways, we ask the same on our park roads to avoid accidents and incidents, for the safety of all park users.

In line with our Park Rules, ball and other games must not be played within the confines of your Pitch so as not to cause damage to cars or caravans or become a nuisance to other guests. All ball games should take place in areas specifically set aside for this.

Vehicles and Parking:

There is designated parking alongside or adjacent to your holiday home for 1 car. If you bring more than 1 car you may need to use additional parking provided, however we cannot guarantee this will be by the holiday home. Please note we do not permit jet-skis, boats, lorries, vans or other commercial or sign written vehicles on our parks.

At all times when driving through the park please give way to cyclists and pedestrians, keep to the left and within the 10mph speed limit.

We do have public electric vehicle charging points, but our Parks are unable to supply the electricity required to support vehicle charging at your accommodation. (In the absence of a public charging point at Osmington, guests are welcome to use the charging points at both Bowleaze Cove and Chesil Beach). The additional load on the accommodation’s supply would result in the increased risk of electric shock and a trip hazard from any charging cables that would be in use. We insist therefore that you do not use the accommodation’s electricity supply to charge your vehicle.

Also, we regret that we cannot accept supermarket food deliveries on park so as to restrict commercial vehicle access for your safety.

Leisure Time:

Where issued, the facility passes that you receive on check in give you free use of our swimming pools, sauna & steam rooms, and our gymnasium, along with our licenced entertainment venue and some organised children’s activities. These facility passes are valid from the day of arrival until 12pm on your day of departure. There may be other activities on park which are available for an additional cost, i.e. SPA access and treatments. Not all treatments are suitable for everyone, but you can find out more from our SPA brochure or by talking to a therapist. It is advisable to pre-book treatments and SPA time to avoid disappointment.

We strive to ensure that park leisure and entertainment facilities are readily available during their advertised opening times. The park cannot guarantee access to these venues, for example due to capacity being at its maximum permitted level i.e. due to limited seating or because the weather may add pressure on indoor facilities at particular times of a day. The park will not be able to refund you for any loss of enjoyment as a result of not being able to enter a specific venue at a specific time arising from the venue being full, closure due to utilities issues or any similar circumstances.

We reserve the right to close any park venues with no notice period, although we will try to give as much notice as possible and communicate with you in a format that is quick i.e. e-mail or text message. Closure of any venue(s) whether it be for a commercial decision or in the interest of safety does not imply a refund or partial refund against your holiday booking with the park. Where possible the park will always try, where physically possible, to ensure another facility is available to use and enjoy during your stay with us – providing it safe to do so.

Pooch Policy – bringing your dog on holiday with you:

You are welcome to bring your dog (or 2 small dogs, i.e less than 15kg each) along on holiday with you in selected accommodation – please ask reception at the time of booking. We do ask if you are bringing your dog(s), that they wear a collar and identity tag and are kept on a lead at all times whilst outside your accommodation. Inside the accommodation they must sleep in their own beds (brought by you).

So that everyone on our Parks can enjoy their holidays as much as possible we ask that dogs are not left in the accommodation unattended, as they may get nervous. Whilst we would love them everywhere we have to consider our other guests therefore the Park facility buildings and leisure complex are pet free locations, but these restrictions do not apply to guide dogs.

We do reserve the right to request the owner of any dog to remove it from the Park if we consider it to be a nuisance or to interfere with the general comfort of our other guests. But of course, we hope this does not happen as it would impact your holiday too.

N.B. If you have a very small dog, please be aware that the gap between the balustrades on your decking can be up to 10cms.

Banned Dog Breeds:

In the interest of safety and wellbeing of all or our guests and team on park, certain dog breeds are not permitted on any Waterside Holiday Group Park. These are dogs to which the Dangerous Dogs Act applies which include, but are not restricted to, Pit Bull Terrier, Japanese Tosa, Dogo Argentino, Fila Brasileiros and American Bully XL. If you are in any doubt about whether your dog is on the banned breeds list, please contact Reception prior to booking to confirm that your breed of dog can be accepted.

Assistance Dogs:

It is a legal requirement that assistance dogs are entitled to occupy ANY accommodation that we provide. For this reason, we cannot therefore guarantee that any of our accommodation has NEVER had a dog staying in it.

Smoking:

By Law, please note that smoking is not allowed in any of the buildings or accommodation that we provide. Smoking includes tobacco cigarettes, vaporisers and e-cigarettes. We do our best to ensure that all guests do not smoke in these areas and have clearly signposted smoking areas outside public buildings. If you do smoke, please do so outside of your accommodation since if it is apparent that smoking has taken place in your holiday home, additional cleaning costs will be charged.

Waste Collection:

All refuse should be placed in the general and recycling bins placed for your convenience around the park.

Lost/Forgotten Property:

If you realise once you have left us that you may have left something behind, please call us on 01305 833103. Every effort will be made to locate the missing item; however, we are not liable if this isn’t possible or if it is damaged. When we find your item, we will return it to you, but you will be asked to cover the postage cost.

Personal Possessions whilst on holiday:

Security and safety are our priority at the Waterside Holiday Group, and we take all reasonable steps to ensure our guest’s wellbeing and hope that there will be no cause for concern during your holiday with us. However, guests are responsible for their own belongings and need to remember to secure any vehicles and bicycles and refrain from leaving any valuable items on display. If you are bringing expensive items away with you, we would advise that you check any personal insurance policy (if applicable) to ensure they are adequately covered. We cannot accept any liability for loss or damage to your belongings unless caused by our negligence.

Check-out Time:

In order that we can maintain our industry-leading standards of accommodation preparation, the check-out time is at 9.30am. Please remember to give us back the holiday home keys, along with the barrier pass, and always leave your accommodation in a clean and tidy condition. If, when you pack to leave us, you realise that you have lost or misplaced your holiday home keys, a charge may be made for the key and the tag, and if necessary, the changing of the lock. Having returned home, if you realise that you mistakenly packed the key and you return it to us, a refund may be made. No refunds will normally be made in the event that you unfortunately have to leave us earlier than planned, please see our cancellation policy for further details.

Leaving early?

We sincerely hope that you do not have to however, if you do, we don’t typically offer a refund unless you are leaving because we are in serious breach of our obligations to you.

Looking after your accommodation:

We all know that accidents can happen so if this is the case whilst you are staying with us and damage is caused to the accommodation or its inventory, and that damage is caused by you or a member of your party, we have the right to reclaim this cost from you. This may include any additional cleaning costs. We may also access your accommodation at a reasonable time during your holiday to check on the condition of things. As previously stated, if there is an emergency, we have the right to enter your accommodation without prior warning.

Putting things right – how to report issues and complaints and how we will respond:

We will do all we can to ensure you have an amazing holiday with us, however sometimes things can go wrong. If we have fallen below the standards you expect from the Waterside Group, please see below what to do to make us aware and we will endeavour to sort it out to your satisfaction:

• In the event that you identify something that you are unsure of before your arrival on park, simply give us a call or email us at info@watersideholidays.co.uk and we will look into your concern. You may also choose to check the FAQ section on our website where we endeavour to answer many of the more common enquiries.
• On arrival or during the course of your holiday, if there is something wrong with your accommodation, please tell us straight away so that we can attend and rectify matters
• If your holiday has come to an end and you still feel unhappy, please write to us at Waterside Holidays, Bowleaze Cove, Weymouth, Dorset, DT3 6PP, or email info@watersideholidays.co.uk. The letter or email must be from you (the lead booker), and should include your reservation number
• Once we have received this we will investigate and endeavour to come back to you by letter within 14 days
• Please be aware that we will not be responsible for any matter that you were aware of, and that was not brought to our attention during your stay
• Any matter that has been brought to our attention, and resolved during your stay, is deemed to be concluded. No further correspondence will be entered into once you have returned home.
• We are members of the British Holiday & Home Parks Association (BH&HPA). Whilst we hope it will never be necessary, BH&HPA provides a conciliation service to help parks and their customers resolve disputes by agreement between them. If we and our customers choose, then we may also offer alternative dispute resolution through the BH&HPA scheme with the Centre for Effective Dispute Resolution. BH&HPA may be contacted at enquiries@bhhpa.org.uk

9. Our Park Contact Details

Bowleaze Cove Holiday Park & Spa
Bowleaze Cove
Weymouth
Dorset
DT3 6PP

Tel: 01305 833103

Email: info@bowleazecoveholidays.co.uk

Chesil Beach Holiday Park
Portland Road
Weymouth
Dorset
DT4 9AG

Tel: 01305 773233

Email: info@chesilbeachholidays.co.uk

Osmington Mills Lodge Park
Osmington Mills
Weymouth
Dorset
DT3 6HB

Tel: 01305 837010

Email: info@osmingtonholidays.co.uk

Tregoad Holiday Park
St Martins
Looe
Cornwall
PL13 1PB

Tel: 01503 262718

Email: info@tregoadholidays.co.uk

10. The Agreement

When you make a booking with us you are agreeing to buy our holiday and to follow our terms and conditions. We have the right to refuse your booking request if we do not have the availability or if we think you would be unsuitable guests at our park. The agreement starts when you have made your booking and we have confirmed it either by post or by email.

When making a booking, we require details of your permanent home address and may check this against publicly available records to prevent fraud and to ensure we can contact you by post before or after your holiday with relevant information should we need to. All guests in your party may be required to produce proof of their residential address such as a recent bank statement and/or photographic identification such as a driving licence or passport.

Whilst the agreement is between us and you, the lead booker, you are responsible for ensuring that each member of your party knows about and agrees with these terms and conditions.

We will do our best to give you a great holiday, and we accept responsibility for anything that has gone wrong that we should have foreseen or prevented. We will deal responsibly, reasonably, and proportionately with any issue or claim for loss or damage that is our fault, and we will never try to avoid responsibility for things that the law says we cannot.

We cannot though take responsibility or pay compensation for things beyond our control that destroy or damage our accommodation or facilities. Things beyond our control include fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity, and epidemics.

We do our best to ensure accuracy within our brochures, websites and any other form of social media or advertising when published. In relation to your accommodation, we use a variety of makes and models of holiday homes within each of our grades of holiday accommodation. As a result, photos and floorplans are representative of the specific grade and will not necessarily be an exact match for the individual holiday home you are allocated on arrival. Please also note that you cannot copy anything from our brochure or website without our written permission.

On occasion, we arrange bookings of some holiday homes as an agent of the Holiday Homeowner. If you book one of these holiday homes, then your contract will be with the Owner of that holiday home and not with us however these terms and conditions still apply.

In booking a holiday with us, you provide some personal information about your party and yourself and agree that we can use this information to:

• Enable us to fulfil your holiday
• Inform any relevant 3^rd parties who are also engaged in fulfilling your holiday
• Compile management reports to enable us to improve future holidays

If you require more detail about how we handle your information, a link to our Privacy Notice is available in the footer of our website.

We do understand that you may wish to capture your holiday fun and excitement for posterity however please understand that you cannot take photos or film in our swimming pool areas. Occasionally we employ professional photographers to take photos of these and other facilities. Whilst we will do our best to give you prior notice of such activity, if you object to being in these photos please let us know so that we can do our best to remove you from the shot. With this agreement however, you give us the rights (free of charge) to use anything containing your image that was taken while you were with us.

As we are based in Dorset, we are bound by English Law. This means that whilst we would hope it never came to it, if it did, we agree that English Law would apply to this agreement. If things went really wrong, we both agree that English courts would oversee any decisions.

This document last amended 23rd August, 2024

Please read these terms and conditions carefully as they make up your agreement with us. These terms and conditions apply only to contracts made with Waterside Holiday Group online, by phone or in person on one of our Parks.

Waterside Holiday Group and Waterside are a trading names used by three separate companies whose registered office is 10 Bridge Street, Christchurch, Dorset, United Kingdom, BH23 1EF; (the “Principal”). We are a credit broker not a lender.

• Bowleaze Cove Holiday Park & Spa (including Waterside Safari Lodges), and Chesil Beach Holiday Park are owned by Waterside Holiday Group Ltd registered in England and Wales, no. 2328741
• Osmington Mills Holiday Park is owned by Osmington Holiday Park Ltd whose registered number is 12220187
• Tregoad Holiday Park is owned by Tregoad Holiday Park Ltd whose registered number is 12846599

Due to changes within the law, or indeed within our Company, these terms and conditions may need to change from time to time. A copy of the most up to date version of our Terms & Conditions will always be available to view online at watersideholidaygroup.co.uk

Experience Days Bookings

Customers must book an appointment, discover the park and facilities with one of the park team members and view a selection of holiday homes to receive the lunch deal up to the value of £30. Not in conjunction with any other offer.

Let 2 Help Offset

Potential Earnings: Estimated weekly income after commission and cleaning has been deducted. Estimate price based on 2023 actuals.Cost of utilities has not been deducted. Figures based on 2023 actuals assuming full occupancy and are to be used as a guide only. Guide prices based on a Superior 2 bedroom model.

These figures are the net figures we estimate you might receive assuming we sell the booking at the standard price. We have already taken off commission + VAT, passes based on 4 people, linen and cleaning charges which gives you a net potential figure. The off peak weeks have had a 25% discount applied to them to ensure we are giving you the most realistic figures possible based on our 60+ years experience of letting owners holiday homes. If you have any questions please contact a member of the Holiday Experience Team who will be able to assist you further.

Holiday Refund

Holiday home purchase needs to be made at a Waterside Holiday Park before the End of November 2025. We will refund your last Waterside Holiday Group holiday up to the value of £1,000. Proof of purchase required. Private holidays excluded from offer.

Customers must book an appointment, discover the park and facilities with one of the park team members and view a selection of holiday homes to receive the lunch voucher up to the value of £30. Voucher can be used at any of the restaurants at Waterside Holiday Group during normal opening hours. Not in conjunction with any other offer.

Ownership Money Back Guarantee

Limited availability and high demand means we only offer pitches on a first-come-first served basis. You can reserve your pitch with a deposit, but if you change your mind when you do come down to the park in person, you’re protected by our Money Back Guarantee.

Luxury Lodge Credit On Purchase

1. Campaign Period: This promotion is valid for new purchases completed between Saturday 1st February 2025 and 30th November 2025.
2. Eligibility: Available to new customers and existing owners who part exchange.
3. Qualifying Purchase: To qualify, customers must purchase a holiday home lodge that is 15 ft or more in width and priced at a minimum of £150,000 or more, excluding any recurring charges.
4. Completion Requirement: The purchase must be fully completed by 30th November 2025 to be eligible for the credit. 
5. Credit Allocation: £2,000 will be uploaded onto the owner’s Waterside owner card upon handover of the qualifying purchase.
6. Usage Restrictions: The credit can be used at any of our four parks and is valid for spend in restaurants, bars, activities and spa. It cannot be exchanged for cash or transferred to a cash equivalent or be transferred to a bank account. 
7. Additional Benefit: Each transaction made using the £2,000 credit will accrue the standard 20% owners’ discount back onto the owner’s Waterside owner card for use on future transactions - meaning the total benefit exceeds £2,000. 
8. Non-transferable: The credit is linked to the owner’s Waterside owner card and cannot be transferred to another person or account.
9. Purchase Requirement: This offer is only available for holiday homes purchased directly from Waterside Group Ltd. Pre-owned holiday homes purchased directly via private sale from any existing owner are not eligible.
10. This offer is not valid in conjunction with any other discounts or promotional offers.
11. Promotion End Date: The promotion ends on 30th November 2025. Purchases completed after this date will not qualify. 
12. General Terms:

• The Waterside Holiday Group reserves the right to hold, void, cancel, suspend or amend the promotion at any time if deemed necessary. 
• Customers are deemed to have accepted and agreed to be bound by these terms and conditions upon completion of the purchase of their holiday home.
• Waterside reserves the right to amend or withdraw this promotion at any time without prior notice. Standard ownership terms and conditions apply.

Luxury Lodge Guaranteed Letting

“We”, “Our” or “Us” means The Waterside Holiday Group acting as Bowleaze Cove Holiday Park & Spa or Osmington Mills Lodge Park acting as an agent on your behalf to let your Holiday Home.
“Holiday Home Owner(s)’’, “Owner(s)”, “You" or “Your” means the person(s) named on the sublet agreement, “Holidaymaker(s)”, “Guest(s)” means person(s) hiring the “Holiday Home", including their guests,
“Holiday Home" means the Holiday Home identified on the Guaranteed Letting Scheme Agreement.
“Park" means the holiday park where the “Holiday Home” is located.

*The Holiday Home Owner appoints the Park Owners as sole agent for the purpose of letting their Holiday Home for the dates & season detailed on the agreement, and by participating in the Guaranteed Letting Scheme for holiday lodges on The Tempest development at Waterside Holiday Group, you agree to do so on the following terms and conditions:

GUARANTEED LETTING SCHEME TERMS & CONDITIONS

APPLICABLE DATES: The Guaranteed Letting Scheme is available to The Tempest purchases and not applicable to part-exchanges or private sales and is available between 29/03/2025 to 25/10/2025. To allow Waterside adequate opportunity to market the accommodation, we require a minimum of 6 months lead-time.

MINIMUM & MAXIMUM NUMBER OF WEEKS: To qualify for the scheme, you must sign up for and fulfil a minimum of 3 weeks up to the maximum of 25 weeks at the Stables. The Guaranteed Letting Scheme is available for 1 year, where you will then move onto our sublet service.

DATE AMENDMENTS OR CANCELLATIONS: Subject to availability i.e. ONLY if no booking has yet to be secured for the accommodation, you may request in writing to move the allocated weeks to alternative dates or even withdraw the date for personal use. We will accommodate such requests where possible however this cannot be guaranteed.

PAYMENT OF GUARANTEED INCOME: Based on the weeks selected by you up to the maximum as defined above, we will credit your Owner Account rent ledger with the specified amounts by 30th November 2024. Under the Guaranteed Letting Scheme, you receive the guaranteed amount for the selected week irrespective of The Waterside Group securing a booking for your accommodation or not.

EXCEPTIONAL CIRCUMSTANCES: In the event of any event that results in the temporary closure of the park, we reserve the right to void the agreement and end the Guaranteed Letting Agreement between yourself and Waterside Holiday Group, and we shall not be held liable for any losses or damages incurred as a result

CHANGES TO THE SCHEME: Waterside Holiday Group reserves the right to withdraw this offer, amend or modify these terms and conditions at any time, with any changes being communicated to you in advance. It is your responsibility to review and familiarise yourself with the most up-to-date terms and conditions.

GENERAL TERMS & CONDITIONS: The general terms and conditions that apply to all rentals on our Park also apply to the Guaranteed Letting Scheme. These terms and conditions govern the subletting process and outline any additional requirements or obligations that you must adhere to when subletting your holiday lodge.

GENERAL LETTING TERMS & CONDITIONS

HOLIDAY HOME OWNERS PART
• As we are acting only as an agent to let out your Holiday Home, it is your responsibility to ensure that the Holiday Home is adequately insured against loss, damage and third party liability. Proof will be required.
• Ensure that your Holiday Home is fully equipped and that the inventory is all matching in white or cream and meets the criteria detailed on p.10. of the Waterside Holidays Letting Service brochure, copies of which are available from Reception.
• Only items detailed in the inventory list in this publication may be left in your Holiday Home. We cannot replace or take responsibility for any items not on the standard inventory list. Therefore, you must remove ALL personal items, including any guest information folders, ornaments, decorative items, games, books, DVD’s, visitor or tourist information books.
• Provide a minimum of a 42” Smart TV in the lounge, TVs in ALL bedrooms & an appropriate TV Licence covering your Holiday Home.
• Maintain the exterior of your Holiday Home including steps, veranda & outside furniture.
• To ensure adequate annual safety testing on the Gas & Electric installations in the Holiday Home, PAT testing and Fire Extinguishers is carried out. (We will need evidence of this by adequately qualified contractors or we can arrange on your behalf for a charge). We require certificates for these before letting can commence.
• To carry out or authorise any maintenance, repairs and specialised cleaning required.
• If you are a dog owner, we require that your accommodation is let as ‘Dog Friendly’.
• Ensure that a payment method is set up for site fees and rates. Insurance must be paid before any letting commences.
• To make your own arrangements to pay any VAT that you may be liable to pay HMRC from the earnings received.
• To expect that wear and tear to your Holiday Home will happen and that accidents/damage may happen during periods of rental. As the Holiday Home Owner you are responsible for the costs arising as a result.

OUR PART
• To carry out the marketing, administration and services detailed in the 2024 Letting Service brochure on your behalf.
• Replace any letting inventory as detailed in the Letting Service brochure covered by the FREE Inventory Top Up Scheme.
• We reserve the right to carry out all repairs and replacements (below the value of £150) to maintain the standards required and to charge all expenses for this to your Owner account. We will endeavour to contact you prior to work being carried out.

SITE FEES INCLUDED
• Relevant for all holiday homes purchased exclusively from Waterside Group Ltd. All sales must sign up & complete between 1st August 2024 & 31st December 2024. Offer may be withdrawn any time, and will then only continue to apply to any sale which has been signed up at that point. Not in conjunction with any other offer. Not available at Chesil Beach or Tregoad Holiday Park, or any other accommodation at Bowleaze Cove or Osmington Mills. Not available for any holiday home which is not purchased from Waterside Group Ltd, for example pre-owned holiday homes purchased from their current owner.
• “Signing up” means signing the contract paperwork in a hosted Welcome Meeting & paying the required deposit. Completing means paying in full all costs associated to the purchase of the holiday home.
• **If you take advantage of this offer then your licence agreement will tell you the site fee for 2024, and how this will be reviewed for future years. For 2024, our automated billing processes will send you a bill but we will immediately credit your account with us for exactly the same amount. You will pay no site fees for 2024 or 2025.

Site Fees Included

Relevant for all holiday homes purchased exclusively from Waterside Group Ltd. All sales must sign up & complete between 1st August 2025 & 31st December 2025. Offer may be withdrawn any time, and will then only continue to apply to any sale which has been signed up at that point. Not in conjunction with any other offer. 

The site fees included offer is available to new customers only. Not available for any holiday home which is not purchased from Waterside Group Ltd, for example pre-owned holiday homes purchased from their current owner. Offer is not valid on and does to apply to The Weymouth unit and other selected models.

The site fees offer is valid from 8th August 2025 to the end of day on 30th September 2026.

If you take advantage of this offer then your licence agreement will tell you the site fee for 2025 and for 2026 which is included in the purchase agreement, and how this will be reviewed for future years. However, you will not be separately billed for 2025 or 2026. 2027 site fees are due December 1st 2026.

This offer cannot be combined or used in conjunction with any other offer or discount. All sales must be completed on or before December 31^st 2025.

This offer is available on units in four park locations: Bowleaze Cove Holiday Park & Spa, Chesil Beach Holiday Park, Osmington Mills Lodge Park and Tregoad Holiday Park.

The Waterside Holidays Group reserves the right to hold, void, cancel, suspend, or amend the promotion at any time or where it is deemed necessary. Customers are deemed to have accepted and agreed to be bound by these terms and conditions upon completion of the purchase of their holiday home.

Part Exchange Offer - Return of the Quack

General Terms

1. By entering this promotion, you agree to be bound by these Terms & Conditions. Please ensure you have read and accepted them in full before participating.
2. Participation in the promotion is restricted to individuals aged 18 or over who currently own a holiday home and are account holders at Bowleaze Cove Holiday Park & Spa, Chesil Beach Holiday Park, Osmington Mills Lodge Park or Tregoad Holiday Park. Employees of Waterside, their immediate families (defined as parents, children, siblings, spouse, and life partners), or anyone professionally associated with this promotion are excluded from participation. By participating in the promotion you are confirming you meet this criteria.
3. Your personal information will be used in accordance with data protection legislation and our privacy terms and conditions.
4. The promotion period runs from 00:01 BST on 6th October 2025 to 23:59 BST on 30th November 2025.
5. To enter the promotion, participants must complete the following ‘Part Exchange Appointment Process’:
   • Contact the Ownership (/Sales) Team to book an appointment.
   • Allow the Sales Team to appraise your holiday home.
   • Join a Sales Representative for three holiday home viewings and provide feedback.
   • Receive a quote to upgrade your existing holiday home.
   • To gain the opportunity to win your site fees, you must take part in the following.

• Hook one out of the 20 ducks in the tank located in your Ownership Enquiry Centre. If you hook the duck with stars on its base, you gain the opportunity to progress through to the next stage where you could win your site fees for 2026. If you hook a duck without the stars, you will not gain the opportunity to progress through to the next stage for the chance to win your site fees. Instead, you will win a prize based on the shape on the base of the duck you hook. 
• If you hook the duck with stars on its base, you will move through to the next stage which involves selecting, at random, one ‘egg’. In one of the eggs, there is a chick. If you select the egg with the chick inside, you win your site fees for the 2026 season. If you select an egg with no chick inside, you will win a prize based on the shape found within the egg. 

Prizes

Ducks

• Stars on base = chance to win site fees
• Circle on base = win a bottle of prosecco
• Square on base = win a Waterside-branded rubber duck
• Triangle on base = win a packet of sweets

Eggs 

• Chick inside = win the value of your 2026 season site fees
• Circle inside = win a bottle of prosecco
• Square inside = win a Waterside-branded rubber duck
• Triangle inside = win a packet of sweets

 No purchase is necessary to enter the promotion or qualify for prizes.

1. By taking part, each entrant grants the Promoter a non-revocable, worldwide, royalty-free license to use the copyright and other intellectual property rights vesting in their entry for all purposes connected with this Promotion. Entrants confirm they have the rights necessary to grant this license and that their participation complies with all applicable laws.
2. By agreeing to these terms, you consent to Waterside sharing your name via social media or email when announcing winners.
3. The main prize is free site fees for 2026 and can be won by any of Waterside’s holiday home owners who hold an account with either Bowleaze Cove Holiday Park & Spa, Chesil Beach Holiday Park, Osmington Mills Lodge Park or Tregoad Holiday Park. Owners can take part in the process at Bowleaze Cove Holiday Park & Spa, Chesil Beach Holiday Park or Tregoad Holiday Park.
4. The prizes are non refundable, non transferable and no cash (or other) alternative is available. If you win your site fees by taking part in this campaign, Waterside Holiday Group will credit your rent ledger with the sum of 2026 site fees billed. If you are awarded free site fees for 2026 and then leave Waterside part-way through the 2026 season, you will not receive a refund, full or partial, for your 2026 site fees. If you have paid your site fees in full for the 2026 season, you will be credited the total amount already paid. If you have paid your site fees in part for the 2026 season, you will be credited the total amount already paid plus the total amount outstanding. If you have not paid any amount of your site fees for the 2026 season, you will be credited the entire amount due and therefore not be required to make any payment.
5. In the event that the Promotion is not capable of running as planned for reasons beyond the reasonable control of the Promoter which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Promotion, the Promoter reserves the right to disqualify any individual who tampers with the entry process or does not comply with these Terms & Conditions and to cancel, modify or suspend the Promotion or invalidate any affected entries. Moderation

Moderation & Liability

1. The Promoter reserves the right to reject entries which, in the reasonable opinion and sole discretion of the Promoter, are in breach of the Terms and Conditions No responsibility can be taken for entries which are late, lost, delayed, corrupted, damaged, misdirected or incomplete, do not comply with entry criteria or which cannot be delivered for any technical, delivery or other reason. The Promoter together with any associated agencies and companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits), expense or damage which is suffered or sustained (whether or not arising from any person’s negligence) in connection with this Promotion or accepting a Prize, except for any liability which cannot be excluded by law. Nothing will exclude the Promoter’s liability for death or personal injury as a result of its negligence. The Promoter may refuse to award a Prize in the event of any entrant’s fraud, dishonesty, breach or non-entitlement under these Terms & Conditions or seek recovery of its value if the Prizes have been awarded. In the event of a discrepancy between these Terms & Conditions and the details in any promotional material, the details in the Terms & Conditions will prevail. These Terms & Conditions are governed by English law and their interpretation and application will be subject to the exclusive jurisdiction of the courts of England and Wales.

Participation Restrictions

1. Participants may only enter the promotion once.
2. Appointments for participation must be booked and take place within the validity period: 6th October 2025 – 30th November 2025.

Ownership Referral Scheme

Scheme can only be redeemed in full once per year. Current scheme is valid until 30th November 2025. You cannot refer yourself, your spouse or your partner. We reserve the right to ask for evidence of your relationship to your referee(s). Only applicable if the caravan owner’s name and caravan number is quoted or a referral voucher is presented at the time of booking an appointment or making the initial enquiry. Vouchers must be brought into the ownership enquiry lounge in order to be redeemed successfully. Not valid in conjunction with any other offer. You must purchase the holiday home directly from Waterside Holiday Group. Corresponding amount credited to the owner referring’s account within 28 days of the purchaser financially completing and handing over. Not valid on part exchange. Only applicable when the form is filled out correctly prior to the Experience Day/enquiry and presented to a sales team member.

Example 1: Current Owner (a) refers recommendation 1 in August. Once sale completed, new owner (1) and current owner (a) receive £1000 each. Current Owner (a) refers recommendation 2 in September. Once sale completed, new owner (2) receives £1000 credit, and current owner (a) receives £2000 credit. Current Owner (a) refers recommendation 3 in October. Once sale complete, new owner (3) receives £1000, and current owner (a) receives remainder of their site fees in credit for that year. Current Owner’s (a) site fees for that year is £5000, therefore once third referral completes, they would receive the remainder of £2000 credit on their account.

Example 2: Current Owner (a) refers recommendation 1 in August. Once sale completed, new owner (1) and current owner (a) receive £1000 each. Current Owner (a) refers recommendation 2 in September. Once sale completed, new owner (2) receives £1000 credit, and current owner (a) receives £2000 credit. Current Owner (a) refers recommendation 3 in November. The sale does not complete until December 5th. New owner (3) receives £1000, and current owner (a) receives £1000 as scheme resets December 1st and all three referrals must complete by 30th November.

Customers must book an appointment, discover the park and facilities with one of the members of the sales team and view a selection of holiday homes to receive the lunch deal up to the value of £30.

FCA (Financial Conduct Authority)

Waterside Holiday Group (Waterside Holiday Group is a trading name of Waterside Holiday Parks Ltd (Company No. 12219976) and its subsidiaries and Osmington Holiday Park Ltd (Company No. 1220187)). Registered Office Address: 10 Bridge Street, Christchurch, Dorset, United Kingdom, BH23 1EF.

Waterside Holiday Group Ltd (FRN: 673429) and Osmington Holiday Park Ltd (FRN: 917150) are authorised and regulated by the Financial Conduct Authority (FCA) for consumer credit brokering activities. We are a credit broker not a lender.

Tregoad Holiday Park (FRN: 953057) is an Approved Representative of Waterside Holiday Park Ltd (FRN: 673429) for consumer credit brokering activities.

Waterside Holiday Group (FRN:414257), Tregoad Holiday Park (FRN: 953057), Osmington Holiday Park Ltd (FRN: 917029) are Approved Representative of Bespoke Lifestyle Ltd (FRN: 820727) for general insurance distribution activities. Bespoke Lifestyle Ltd (Company No. 11429456). 7 Pullman Court, Great Western Road,  Gloucester, Gloucestershire, GL1 3ND.

All these companies act as a credit broker, not as a lender, for the introduction of customers to a limited number of finance providers who provide finance in relation to purchasing a static home/caravan/holiday lodge.  We may receive commission or other benefits for introducing you to such lenders\Insurance providers.  Finance subject to status and income, written details available on request.

Complaints Handling Policy

Our aim is to ensure we offer all our customers an excellent level of service across all areas of our business. If at any time we have given you a less than satisfactory service, we shall try to do everything reasonable to put it right.

Regulatory requirements

The Financial Conduct Authority (“FCA”) requires the Firm to operate a Complaints Handling Policy that enables the effective identification, investigation, and resolution of customer complaints.

Definition

The FCA define a complaint “as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a customer or potential customer about the provision of, or failure to provide, a financial service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and relates to an activity of the Firm or any other organisation that the Firm has some connection to in marketing or providing financial services or products”.

In other words, a complaint is any expression of dissatisfaction about the provision of the Firm’s credit broking activities, whether justified or not.

We strive to ensure that there should be no reason for customers to have any cause for complaint in relation to the service we provide. In the unlikely event that customers wish to raise a complaint or have any other concerns about any service we have provided they may submit a formal complaint.

The following complaints procedure is made available to every customer upon request, will be supplied upon receipt of a complaint and is published on the Firm’ website.

Submitting a complaint

Complaints may be made in writing, by email, by telephone, in person or in any other form in respect of a service that the Firm has provided. Customers making a complaint should use the following contact details:

Telephone: 01305 836836

Address:
FAO: Finance Department
Waterside Holiday Group
Bowleaze Coveway
Weymouth
Dorset
DT3 5RN

Email: Finance@WatersideHolidays.co.uk

What information do you need to make a complaint?
Please have the following information available when you call, or include them in any email or letter that you send us:

• Your full name, address, and where applicable reference number
• Details of your complaint
• Copies of any correspondence or documents relating to your complaint
• How you wish us to resolve the complaint

We will always attempt to resolve complaints as quickly as possible. We will aim to do this by close of business on the third working day following receipt of a complaint. If we can agree a resolution within this time frame, we will follow up by letter or email, to confirm this and explain the next steps. If the resolution is accepted, this will conclude the complaint.

Acknowledgement

Where we need more time to resolve a complaint, or a formal written complaint is received, we will send a written or electronic acknowledgement to the customer within five business days, outlining our understanding of the complaint points and identifying the individual handling the complaint.

Wherever possible, that person will not have been directly involved in the matter, which is the subject of the complaint, and will have authority to settle the complaint.

Third Party Complaints

If your complaint solely relates to a third party, we will forward your complaint to the third party that we believe is solely responsible for your complaint.  We will send you an acknowledgment letter within 5 working days to inform you of this which will include the third parties’ details and their complaints handling procedure and how they will address your complaint.  If we are jointly responsible with a third party for the complaint, we will issue you an acknowledgment within 5 working days and inform you of how we will investigate your complaint and the timescales of which we have to address your complaint.

Complaints investigation

We will endeavour to issue a final written response to the complaint within eight weeks of initial receipt.

the Firm’ ‘final response’, being a written response from the respondent which:

(a) accepts the complaint and, where appropriate, offers redress or remedial action (appropriate redress will not always involve financial redress); or

(b) offers redress or remedial action without accepting the complaint; or

(c) rejects the complaint and gives reasons for doing so

and which:

(d) informs the complainant that if they are not satisfied with our response, they may refer their complaint to the Financial Ombudsman Service (“FOS”) by letter, email, or telephone. (Please note that only complaints relating to the credit broking service can be escalated to the Financial Ombudsman Service) Where the complaint relates to any other service offered, you can make a complaint to your local Citizens Advice Bureau or local Trading Standards Department.

If we uphold your complaint, we will take all appropriate steps to rectify the error promptly, offer an apology for the error and where appropriate, may offer redress or remedial action.

We will retain a log of all complaints received and the outcome. A complaint file will be created for each complaint, reference to the log, and which will contain all communication with complainants, the actions taken to investigate the complaint, the findings, and a copy of the final response to the complainant.

If a complaint is not resolved after eight weeks, we will explain why we are not able to make a final response and indicate when we expect to be able to provide one; or if dissatisfied with our final response, complainants can refer the complaint to the FOS who can be contacted by any of the following ways:

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Online: www.financial-ombudsman.org.uk

By freephone: 0800 023 567 *

Or Standard Telephone: 0300 123 1 123 *

Outside of the UK: +44 20 7964 0500

* Calls are charged at the same rates as 01/02 number on mobile tariffs.

E-mail: complaint.info@financial-ombudsman.org.uk

The FOS can investigate complaints up to six years from the date of the problem happening or within three years of the complainant becoming aware of the problem. Complaints to the Financial Ombudsman Service must be done within six months of our final response to the complaint.

Updates

We may change this policy from time to time by updating this page. This may occur due to change in regulatory framework or a change in contact information.
This complaints policy is in relation to the credit broking service. If your complaint is regarding the product itself, the above process may not apply.

Ownership Park Contact Details

Bowleaze Cove Holiday Park & Spa
Bowleaze Cove
Weymouth
Dorset
DT3 6PP

Tel: 01305 836836

Email: bowleazecove@watersidesales.co.uk

Chesil Beach Holiday Park
Portland Road
Weymouth
Dorset
DT4 9AG

Tel: 01305 752566

Email: chesilbeach@watersidesales.co.uk

Osmington Mills Lodge Park
Osmington Mills
Weymouth
Dorset
DT3 6HB

Tel: 01305 818171

Email: osmingtonmills@watersidesales.co.uk

Tregoad Holiday Park
St Martins
Looe
Cornwall
PL13 1PB

Tel: 01503 390004

Email: tregoad@watersidesales.co.uk