How to raise a concern or complaint

1. How to complain

Use the contact form and choose Complaint as the topic. It goes to a director rather than to the team involved. You can also write to us at our registered address marked for the attention of the director.

2. What to include

• Your booking reference, where the complaint concerns a journey.
• What happened, and when.
• Who you spoke to at the time, if anybody.
• What you would like us to do about it.
• Anything supporting it — a photograph, a receipt, an email.

3. The stages

1. 1Acknowledgement — within three working days, telling you who is handling it.
2. 2Review — we speak to the people involved and to any supplier concerned. This usually takes ten working days; complex matters involving an overseas supplier can take longer, and we will tell you if so.
3. 3Response — a written answer setting out what we found, what we accept, and what we are offering where something went wrong.
4. 4Escalation — if you are not satisfied, reply and ask for a director's review. That is answered within fifteen working days and is our final position.

4. If you remain unhappy

You may take the matter to an alternative dispute resolution provider or to court. For complaints about how we have handled your personal information, you may complain to the Information Commissioner's Office. Using any of these routes does not affect a booking you already hold.

5. What we will not do

We will not ask you to withdraw a public review as a condition of resolving a complaint, and we will not treat you differently on a future booking because you complained about a previous one.