Visit West Complaints Policy

1. Our Complaints Policy

This Complaints Policy applies to all complaints made to Visit West or one of our brands relating to the services we offer, including complaints made by:

• visitors to our website and individuals who interact with us via our social media channels;

• individuals who subscribe to our newsletters;

• individuals who use the services we offer;

• individuals who are employed or engaged by one of our members or suppliers;

• individuals who apply for a role or are employed by us; and

• any other individuals who otherwise engage with us.

Our complaints policy is overseen by Visit West's 'Data Controller' and the Bristol BID's COO.We are committed to providing high quality services to our members and other third parties who access our services, including individuals who access and use our website. Dealing promptly, fairly and transparently with any concerns is part of that service.

2. Data Protection Concerns

This Complaints Policy applies to any concerns about how we have processed your personal data, including concerns relating to any data subject rights requests you have made.

3. How do I complain?

Step 1: The first step is to either write to or speak to your contact at Visit West.

Step 2: If you are not satisfied with our response to Step 1 or, if you do not wish to refer your complaint to your contact, then your complaint can be made:

• via our Complaints Form, a copy of which is available here. This can be submitted to Visit West electronically or in writing; or

• over the phone, by calling us at +44(0)117 9462207 ​

4. How we will deal with your complaint?  

We will acknowledge your complaint within 30 days. We will also keep you informed of the progress of our investigation into your complaint and explain the outcome to you.

We will contact you if we require further information, which may include supporting information about your complaint, details of any relevant reference numbers or proof of your ID if we need to verify your identity.

If you make a complaint on behalf of another person, we must check that you are authorised to act on the complainants behalf which may include, for example, requesting a signed letter of authority or power of attorney.