Example Open weekend at Seasalter Ends 15 Nov

Complaints and dispute resolution

Last reviewed: 24 October 2026

We want every owner, resident and visitor to be happy with us. If something has gone wrong, please tell us. Most problems can be sorted out quickly with a phone call, and making a complaint will never affect how we treat you.

How to complain

  • By phone: call 0345 340 3964. We are open Monday to Sunday, 9am to 5:30pm.
  • By email: sales@clparksuk.com
  • In person: speak to the manager at your park office.
  • By post: write to the Complaints Manager, Cosgrove Leisure Parks UK Limited, Sheerness Holiday Park, Halfway Road, Minster On Sea, Sheerness, Kent ME12 3AA.
  • Online: use our enquiry form and start your message with the word “Complaint”.

Please tell us your name, how to contact you, which park and home it is about, what went wrong, and what you would like us to do to put it right. Copies of any letters, photos or paperwork help too.

If you need help to make a complaint, for example because of a disability, or you would like someone else to complain on your behalf, just let us know.

What happens next

  1. We will acknowledge your complaint within 5 working days and tell you who is dealing with it.
  2. That person will look into it, which may include speaking to you and to our staff.
  3. We will send you our final response in writing within 8 weeks. If we need longer, we will tell you why and when you can expect to hear from us.

Our final response will explain what we found, what we will do, and where you can go next if you are still not happy.

If you are still not happy

Which route is right depends on what your complaint is about.

Finance

We are a credit broker, not a lender. If your complaint is about how we arranged finance, and you are not happy with our final response, or 8 weeks have passed since you complained, you can take it to the Financial Ombudsman Service. It is free. You must contact them within 6 months of our final response.

Complaints about the loan itself should go to the lender, Black Horse, who will tell you how they handle complaints.

Residential park homes

If you live in your park home as your only or main home, your agreement is covered by the Mobile Homes Act 1983. Disputes about your agreement, pitch fees or the park rules can be decided by the First-tier Tribunal (Property Chamber). See gov.uk/housing-tribunals (opens in a new tab).

Free, independent advice for park home residents is available from LEASE (the Leasehold Advisory Service) at lease-advice.org (opens in a new tab).

Holiday homes

Holiday homes are covered by your licence agreement with us. If we cannot agree, you can use mediation or the courts as set out below.


Mediation

Mediation is where an independent person helps both sides reach an agreement. It is usually quicker and cheaper than going to court. You can find an accredited mediator through the Civil Mediation Council (opens in a new tab). If a court claim is made for £10,000 or less, the court offers a free mediation service by phone.

Small claims court

For claims for money, you can apply to the county court online or by post. See gov.uk/make-court-claim-for-money (opens in a new tab).

Personal information

If your complaint is about how we have used your personal information, you can also contact the Information Commissioner’s Office: ico.org.uk/make-a-complaint (opens in a new tab), phone 0303 123 1113.

Free, independent advice

Using our complaints process does not affect your legal rights.

Come and walk round the park

A viewing is the best way to judge a home: the light, the plot, the walk to the shop. Pick a day and we will show you round.

Book a viewing or call 0345 340 3964

Book a viewing

Come and see the park

Choose a day and we will call you to confirm a time. Open 7 days, 9am to 5:30pm.

    Time of day

    Prefer to talk? 0345 340 3964