CUSTOMER CARE

COMPLAINTS PROCESS.

Raise a complaint

Reply to a booking email, state that the message is a formal complaint and include the booking reference, issue, relevant evidence and requested resolution.

What happens next

Receipt is acknowledged within two business days. A named reviewer investigates the booking, payment, KYC and operational audit trail and provides progress updates where a final response needs longer.

Escalation

The final response identifies any independent escalation route that applies to the verified operator, insurer or payment service. No unverified regulator or insurer is claimed on this website.

Policy version: 22 August 2026