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After raising your complaint with the Club/Property, should they have failed to resolve the issue to your satisfaction, you may submit a complaint to our office.
Your complaint should be submitted in writing via this website or by email.
Complaints should be lodged with our office in writing by email or through our online complaint submission form: Submit A Complaint. Please see “How to Submit a Complaint” for the information that should be included in your complaint.
Complaints should preferably be submitted in English.
No, this service is free to complainants.
The Vacation Ownership Industry members fund the Disciplinary Committee and the Ombuds office and will be charged a fee per case that we handle.
Receipt of your complaint will be acknowledged within 10 (ten) business days. The investigation of your complaint will, however, depend on its nature. The length of time taken to resolve complaints varies greatly and we will keep you updated on any progress.
Our subscribers are afforded a 6-week response period on all first-time complaints that are directed to them.
You may complain about the following:
We deal with membership contracts that provide:
No, there is a clause within our Rules which binds involved parties to confidentiality.
No, once a matter has been submitted to our office you should only correspond with us, unless we inform you otherwise.
Yes, and should you correspond directly with the other party, we must be copied into such correspondence.
No, fees/levies must be paid unless the other party has agreed for your membership to end.
Yes. Whether other complaints have been resolved or not, you may complain about a different matter.
Receipt of your complaint will be acknowledged within 10 (ten) business days. Thereafter, you will be updated on any changes to the status of your complaint.
Yes, but permission to do so, from the complainant (listed on the form), must be submitted to us in writing on a signed mandate. Should you be the executor of an estate, we require a letter outlining your executorship.
No, financial advice is not given by our office, which deals solely with the resolution of disputes.
The Office makes a provisional determination after its investigation and, should you be dissatisfied with this determination, you may respond with concerns, after which your complaint would be reassessed.
Should you be dissatisfied with the final determination, you may apply for leave to appeal in accord with the terms of our Rules.
All correspondence received is treated confidentially and shared only between the complainant and the Club/Property. In the event that an expert opinion is required, information may be shared with the expert.
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