Formal complaints

Send your complaint by email

For an urgent issue during a live recovery, call 0800 994 9690 or contact the team in your booking conversation. The complaints inbox is not an emergency or immediate dispatch service. Call 999 where there is immediate danger.

If you cannot use email, call us for help recording your complaint or write to our registered office below. We will make reasonable communication adjustments. You do not have to call it a “formal complaint” for us to recognise a concern, and this process does not make a legally valid notice through another channel ineffective.

What to include

• Your name, Booking ID if known, and a way for us to reply.
• The booking date and a clear description of what happened.
• The part of the service or charge you dispute and the outcome you seek.
• Relevant messages, photographs, invoices or receipts that you already have.

Evidence helps us investigate fairly; do not delay raising a concern because some information is missing. We may ask for more details or authority if you act for someone else. Do not send passwords, verification codes or full payment-card details.

What happens next

1. Acknowledgement: we aim to acknowledge your complaint within two working days of receipt.
2. Investigation: we review the booking, communications, payment and condition records, and obtain the operator's account where relevant. We may ask you focused follow-up questions.
3. Written outcome: we aim to provide a substantive response within 14 calendar days. If more time is needed, we will explain why and give a revised response date and appropriate updates.

Working days are Monday to Friday, excluding public holidays in England. These response targets do not extend any legal deadline. Our written response will explain our findings, any remedy offered and the next steps.

We assess complaints on the evidence. A goodwill offer is not an admission of liability unless we expressly say otherwise. Any proposed settlement will be explained clearly; raising a complaint does not itself require you to accept a settlement or waive your rights.

If you remain dissatisfied

Reply to our written outcome, explain what you believe was missed and include any new evidence. Ask for a management review; where practicable, someone not responsible for the original decision will review it.

If we cannot resolve the dispute, our final response will explain any applicable independent dispute-resolution route and whether we are required or willing to participate. You can ask us to consider mediation. We do not claim membership of an ombudsman or trade scheme unless confirmed.

You may seek independent advice from Citizens Advice or the appropriate consumer advice service where you live. This procedure does not prevent court proceedings, a lawful payment dispute or any statutory remedy. The customer terms and refund policy explain the booking arrangements.

Data protection complaints

Email the same address with “Data protection complaint” in the subject if your concern is about personal information. We will acknowledge it within 30 days at the latest, investigate and communicate the outcome without undue delay, and keep you appropriately informed. We recognise data protection complaints received through other channels too.

You can complain to the Information Commissioner's Office. A request to access, correct or delete personal information is handled separately under the relevant rights deadlines, even if it arrives with a complaint. See our privacy notice.