Bekonscot Terms & Conditions
By purchasing admission to Bekonscot Model Village and Railway, operated by the Roland Callingham Foundation, you agree to be bound by these terms and conditions.
All bookings are subject to availability and to the booking terms as stated on our website. Your booking is only confirmed once you receive email confirmation from Bekonscot.
Bookings once made are non-refundable. We will, if requested, do our best to move bookings to an alternative day when we are open, but that cannot be guaranteed.
In the event of illness or other calamity we may issue a refund, but that is fully at Bekonscot’s discretion.
Bekonscot will use its best endeavours to provide you with a visit that matches the description provided in our promotional leaflets and on our website. You accept that some services advertised may be unavailable at the time of your visit.
You as the person acquiring the tickets are responsible for the behaviour of your whole group whilst on Bekonscot property.
You agree to abide by our instructional signs and guidance from Bekonscot staff while on our site. We do not expect our staff, or other visitors, to tolerate behaviour from groups or individuals which is clearly unacceptable (e.g. abusive, offensive or threatening) and may take action to protect our staff, and other visitors from that behaviour. If our staff consider a group or individual’s behaviour is unacceptable we will tell them why that is so and will ask them to change it. If the unacceptable behaviour continues, it may result in your group being asked to leave the site.
You are responsible for ensuring that all waste is disposed of in a respectful manner, making appropriate use of the waste disposal bins onsite.
Bekonscot no longer has the facility to accept payments in cash. If payment by card is not possible for you, please contact us in advance to explore alternative options.
5. Data protection
All personal data provided to Bekonscot will be held and processed in accordance with the requirements of legislation and regulatory requirements in force relating to the use of personal data and the privacy of electronic communications. Bekonscot has CCTV operational onsite for everyone’s safety and protection. Further detail is available in our privacy notice.
6. Force majeure
We shall neither be in breach of these terms and conditions nor liable for delay in performing, or failure to perform, any of our obligations under these terms and conditions if such delay or failure result from events, circumstances or causes beyond our reasonable control. Events, circumstances or causes beyond our control include, but are not limited to, fire, flood, storm, extreme weather, strike, electrical failure, epidemic, pandemic, explosion, war, terrorist activity, and decrees of government.
Bekonscot Complaints Policy
1. Policy statement
Bekonscot Model Village and Railway, operated by the Roland Callingham Foundation, aims to resolve complaints quickly, fairly and effectively. One of the ways we can continue to improve in what we do is by listening and responding positively to complaints and by putting mistakes right. A complaint is any expression of dissatisfaction about any aspect of Bekonscot, whether or not Bekonscot acted wrongly.
Bekonscot’s policy on complaints is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
To make sure that all complaints are investigated fairly and in a timely manner
To make sure that complaints are, wherever possible, resolved and relationships repaired
To gather information which helps us to improve for the future
2. Complaint process
If you have a complaint about our organisation we want to hear about it and we will do our best to put it right. Bekonscot would like to resolve any complaint as soon as possible. Many complaints can be resolved informally. In the first instance, please contact us in person or by phone and we will do our best to resolve the matter.
If you are not satisfied, you may pursue a formal complaint. In this case, write down your complaint and send it to:
Managing Director, The Roland Callingham Foundation
14 Ledborough Lane,
Beaconsfield, Buckinghamshire HP9 2PZ
You are encouraged to summarise the nature of your complaint and to describe what you consider you would like to be done to remedy the situation. Written complaints will normally be acknowledged by Bekonscot within two weeks. The acknowledgement will say who is dealing with the complaint and when the person making the complaint can expect a reply. In most instances, complainants should receive a definitive reply within four weeks. The reply should indicate the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result.
3. Complainant response
If, at the conclusion of the investigation above, the complainant feels that the problem has not satisfactorily been resolved, they can request a review, as a second stage. For this stage two review, the complaint will be passed to an appeal committee constituted by the chairman or another suitable trustee of the charity.
4. External assistance
In addition to the Board considering external assistance, the complainant can complain to the Charity Commission at this third stage, or in fact at any point if they feel that progress towards a resolution is inadequate.
Information about the kinds of complaint the Charity Commission can involve itself in can be found on their website at: www.gov.uk/government/publications/complaints-about-charities
5. Monitoring and learning from this policy
Complaints are reviewed annually to identify any trends that may indicate a need to take further action or to revise the overall complaints policy.