OdECo., Complaints Procedure.

At The Outdoor Experience Co. (OdECo), we strive to deliver exceptional service and unforgettable experiences. However, if you feel something hasn’t met your expectations, we want to hear from you so we can put things right.

​

Step 1: Get in Touch

If you have a complaint, please contact us as soon as possible by completing our COMPLAINTS FORM.

 

Or drop us an email. With this option please include:

​

Your name and contact details

A clear description of the issue

Date of the event or hire

Any relevant order or booking numbers

Supporting photos or documentation (if applicable)

 

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 2 working days. A dedicated team member will be assigned to investigate the issue thoroughly.

​

Step 3: Investigation and Response

We aim to resolve most complaints within 5–7 working days. Where more time is needed (e.g. for technical checks or third-party coordination), we will keep you informed throughout the process.

​

Step 4: Resolution

We will aim to provide a fair and timely resolution. This may include:

 

A written apology

A replacement item or service

Partial or full refund

Discount on future bookings

​

Step 5: Escalation (if needed)

If you are unsatisfied with the resolution provided, you can escalate your complaint in writing to:

 

Customer Support Team – OdECo

Email: enquiries@odecoevents.co.uk

Subject Line: Formal Complaint Escalation

 

We will respond within 110 working days with a final decision.