Complaints procedure
Last updated: 15 July 2026 · Version: v0.1-prelaunch
How to complain
If something has gone wrong, please tell us — by email, by WhatsApp, or using the form on our contact page. Please include your enquiry or booking reference if you have one, so we can find your details quickly.
What happens next
- We acknowledge every complaint within 3 working days.
- We aim to resolve most complaints within 14 days. Where a supplier is involved, resolution can take longer while we chase them on your behalf — we will keep you updated throughout.
If we cannot resolve it between us
[PLACEHOLDER — independent alternative dispute resolution (ADR) scheme, to be added once industry body membership is in place]. Until then, if you remain unhappy with our response, you may still be able to raise a dispute directly with the relevant supplier or your payment provider, depending on how you paid.
Being straightforward with you
We are a small, growing business. We will not pretend to have complaint-handling machinery we do not yet have — but every complaint reaches a real person, and we take them seriously.