Customer charter

Visit Cornwall's customer charter

Visit Cornwall strives to provide excellent customer service

Our customer charter

 

If you email us:

- Our aim is to respond to your email within 24 hours
- We aim to action urgent, business critical requests within 24 hours
- We aim to action all other non-urgent requests within 3 working days

If we are unable to action your request within 3 working days after we receive it, we will contact you to:

1. Acknowledge your request
2. Advise you who is dealing with your enquiry

At Visit Cornwall we will do everything to ensure that our customers receive the best possible service. However, we recognise that sometimes we do not get things right. When this happens we will encourage you to tell us any comments or feedback that you have to help us improve our service. Where issues arise, we welcome the opportunity to put things right.

We want to:

1. Make it easy for you to contact us
2. Listen to you
3. Consider how you would like us to resolve things
4. Make sure you are satisfied with how we handled your concerns

How can I contact you?

If you are not satisfied with any aspect of the service provided by Visit Cornwall please let us know by writing to us at VisitCornwall, Pydar House, Pydar Street, Truro, Cornwall, TR1 1EA or by email to membership@visitcornwall.com

How long will it take?

Our aim is to resolve your concern as quickly as possible. If we are unable to reply by the end of the following business day, after we receive it, we will contact you to:

1. Acknowledge your concern
2. Advise you who is dealing with your enquiry

In the majority of cases, we will be able to resolve your concern within 7 business days of receiving it. If we have not resolved it within 7 business days, we will contact you again to update you with progress and tell you how much longer we anticipate we will take.