Our Customer Care promise to you

Countryside Service staff are committed to ensure that you enjoy using the facilities that we provide and that your suggestions for additional services are welcomed, carefully considered and acted upon wherever possible.

Staff

• Staff will be helpful and polite at all times, offering to find answers for you if they themselves do not know.
• The majority of field staff will wear an easily identifiable uniform and use a marked Hampshire County Vehicle.
• Volunteers working on behalf of the Countryside Service are expected to meet the same standards as staff but may need to refer you to a member of staff to help you.

Services

• Park facilities are checked and cleaned regularly during opening hours. Please report any problems to the Park Office (above the Tea Room) and we will do our best to resolve them quickly.
• We will acknowledge your queries, comments or complaints within 5 working days of receiving them here, telling you how long it will take to give you a full reply if we cannot do so in that time. We will do our best to respond within 20 working days whenever possible.
• Some facilities and activities (catering, functions, Miniature Railway, sports facilities and some events) are managed by HCC contractors. Comments regarding these services can be redirected through Park staff to the relevant organisation.
• When we are unable to offer a service, we will give reasons and a timescale for when services can be resumed.
• People living in or using properties within the Park boundaries have vehicular access rights. Any comments regarding traffic movements can be redirected through Park staff to the relevant people.
• We will provide up to date information about the site and its facilities, including other sites managed by staff based here, on websites and leaflets. A large print version of the latter can be provided on request.
• Royal Victoria Country Park is managed to ensure that it meets Health & Safety standards, providing a welcoming, accessible and safe environment. Please report any problems to the Park Office and we will do our best to resolve them.

Comments, suggestions and compliments
If you would like to comment on any aspect of your visit - or leave a compliment - please speak to staff or contact us by telephone or in writing. We will implement suggestions wherever possible.

Complaints
If you are unhappy with any aspect of your visit, please speak to a member of staff so that whenever possible, we have the opportunity to put matters right. If your complaint is about services not under our direct control, we will put you in touch with the relevant organisation.

The Manager, The Park Office, Royal Victoria Country Park, Netley, Southampton, SO31 5GA
tel 023 80 455157