How to Complain

Please contact your Club or the Property in question first.

The Club or Property should be given the opportunity to resolve any problem or complaint before it is referred to the Ombudsman.

We request that you contact us if you are not satisfied with the outcome.

Outline for complaints submitted to the Ombudsman

The complaint must be in writing, or with our assistance at telephone.
Please provide us with the following information:
- Membership or Account Number;
- Club or Timeshare Resort;
- Member or Owner contact details;
- factual summary of your complaint; and
- letter of mandate if you are writing on behalf of the Club Member or Owner
The details of your complaint should be kept as factual and concise as possible.
Copies of any supporting documents referred to in the complaint must be provided, along with any correspondence from the Club or Property.
Type the complaint if possible, otherwise please write neatly.
Complaints should preferably be submitted in English.

You will receive a letter of acknowledgement, which includes the line of action that we intend to take.

Should the complaint fall within the ambit of our rules, we will proceed to contact the Club or Property concerned, requesting an investigation of the matter.
The Club or Property is requested to respond within six weeks. On receipt of a written response, the complaint will either be resolved, and the complainant advised accordingly, or further information or comment may be requested from either or both parties.

This service is free of charge to the public.

The office’s operating costs are funded by subscribing members of the Vacation Ownership Industry.