This procedure is designed to ensure that complaints about accommodation are dealt with properly, and that grading bodies are notified where there is cause for concern.

As Visit Manchester only works with graded accommodation, it is important that properties maintain standards so that the grading is meaningful. Complaints about un-graded accommodation are out of scope of this procedure.

Where a complaint letter is received, Visit Manchester will acknowledge receipt of the letter to the sender and explain the process that will be initiated. A copy of the letter of complaint will be forwarded to the accommodation provider asking that a reply be sent to the complainant and a copy to Visit Manchester within 14 days. Visit Manchester will then take the following action:-

·  If the accommodation provider’s response seems reasonable, no further action will be taken. This can only be subjective, but it is the only way to ensure that only justified complaints reach the grading body.

·  If, on receipt of the accommodation provider’s response, the complaint seems to be justified, a copy of the correspondence will be sent to the appropriate grading body which will then follow its own complaints procedure and take appropriate action.

·  If a response from the accommodation provider is not received by Visit Manchester within 14 days, a copy of the correspondence will be sent to the appropriate grading body which will then follow its own complaints procedure and take appropriate action. 

Visit Manchester reviews all complaints periodically and where complaints about any establishment are persistent and correspondence suggest the complaints to be justified, Visit Manchester will write to the grading body.