My travel company replied to my complaint over the phone but I’m still not happy, what do I do now?

As per our complaints process, you need two responses from your travel company regarding your complaint to them.

Some travel companies prefer to deal with complaints over the phone so we suggest you ask the company to confirm the discussion in writing and/or make your own notes.

Top tip
You should keep detailed notes of all telephone conversations, including the date of the call.

The process
If you’ve only received one response from your travel company, you need to write again. This is important should you choose to take your complaint further, either to court or through our arbitration scheme – it means that you’ll be able to prove to a judge or arbitrator at a later date that you’ve tried to resolve your complaint, without success.

Once you get a second response, whether by letter, email or phone, and if you're still unable to resolve your complaint, then you can continue with our complaints procedure.

Top tip
When completing the online form, ensure you give concise and factual details of all of your correspondence as our response will be based on these.