Please Note: The following information applies to customers in the Republic of Ireland. For our UK Complaints Policy, please see here.
Aparto is committed to delivering a great service at all times. However, we accept that, on occasion, we may not get things right first time. We therefore take a positive and constructive approach to complaints, and regularly review our processes and procedures to improve the service and accommodation we offer.
Aparto will always endeavour to resolve any complaints in the shortest possible timeframe, in a professional manner, and with the view of reaching a satisfactory conclusion for both parties. As a result of any complaints, Aparto may review and make changes and improvements accordingly.
We encourage you to raise any complaint initially in person at the reception. Our teams will always attempt to resolve your complaint at this point. If this is not possible, your complaint will be dealt with in accordance with the process outlined below.
All complaints must be made directly to the site that you have been dealing with. Any complaints that are sent to Head Office will be redirected to the relevant site for them to investigate in the first instance.
Please make your initial complaint to reception either in person, by email or in writing. We will endeavour to resolve your complaint within 48 hours of it being made aware of to our reception team.
If the reception team are unable to deal with your initial complaint, it will then be investigated by the General Manager. Please ensure that the complaint is made in writing to the Manager. From here, we will endeavour to provide a written response to complaints within 7 days of receipt.
If you do not believe that your complaint has been treated fairly by the Manager, the complaint can then be escalated to Stage Three. However, you must state why you believe that the complaint has not been dealt with fairly.
At Stage three, your complaint will be investigated by the Regional Operations Manager, or if necessary the Aparto Operations Director. We will endeavour to provide a written response within 7 days of receiving your complaint. The decision of the Regional Operations Manager or Operations Director is final. There is no further right of appeal.