COmplaints

We take all complaints about content seriously and are committed to abiding by the rules and regulations set by general marketing principles, our partners arrangements, contracts and our additional real estate licence. For more information please also read our Business Principles page.

What Is a complaint?

When making a complaint, you must clearly state that your complaint is a formal complaint under this (our) complaint policy.

What does this POLICY cover?

This policy only applies to complaints about content in our publications and digital services that we control from within our website. It does not cover:

Complaints about third parties and partners arrangements or contracts
Complaints about marketing to which we have the right to do so contractually
Concerns about matters of taste/decency and due impartiality
Complaints about personal issues
Complaints about 'user generated content' (i.e. material on our digital services e.g social media, websites or apps that was not posted by us directly or on our behalf) which we have not reviewed or moderated;
Any complaint that falls outside of our direct control

how we deal with complaints

Complaints will only be accepted within four months from the date of first publication of the webpage that you are complaining about. Where a webpage remains accessible on our website, complaints will be accepted up to 12 months from the date of first publication of the referred to issue.
We will consider complaints from (a) any person who has been directly affected by the matter complained of; or (b)from a representative group affected by an alleged breach which is significant and of substantial public interest; or (c) from a third party seeking to correct a significant inaccuracy of published information
We reserve the right to reject, without further investigation, complaints that show no breach of general marketing arrangements, partner contracts or that are trivial, hypothetical, gratuitously abusive or offensive, or otherwise vexatious or insignificant;
If you are taking legal action, we may be unable to consider your complaint until we have solicited our own legal council.

what happens to your complaint?

The complaints process is free of charge irrespective of the outcome of your complaint
We aim to acknowledge your complaint within 5 working days of receipt. You agree to respond promptly to any request for further information.
If we receive multiple complaints about the same issue we may make one response to all.
We will resolve your complaint within 28 days of receiving everything we need from you to allow us to investigate. If we fail to meet this timescale, you can take your complaint to a legal representative.
We will always treat you courteously and with respect. We expect the same from you.

complaints beyond exhaustion of our complaints procedure

If you are unhappy with our final response to your complaint you may file a complaint governed by law. In case there has been a disagreement between a complainant and us about whether any of our agreements have been breached. We will be asked to confirm that our complaints procedure has been exhausted and will do so in writing. By visiting this website, you agree to the laws of the France, without regard to principles of conflict laws, will govern these terms and conditions, or any dispute of any sort that might come between Luxury Living St Barts and you, or its business partners and associates.

policy changes

We reserve the right to amend this policy as required to ensure compliance with marketing regulations and contractual agreements with other real estate partners. We will publish the updated complaint policy on our website when necessary. Your complaint will be considered against the published policy on the date of receipt of your complaint.

how to file your complaint

When making your complaint, you must include:

A link to the relevant webpage or a web address
A written explanation of your concerns with reference to the specific page
Any other documents that will help us assess your complaint.

Complaints received without this information cannot be considered. We may seek further details after your initial contact. If you cannot provide the requested information we may be unable to consider your complaint.