Complaint Handling

Complaints Procedure Leaflet

The following is a guide to our complaints procedure and timings involved in handling a complaint from you.

Our commitment to you

At Trust My Travel Limited each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

Trust My Travel Limited Complaints Procedure

  1. We will acknowledge your complaint within 5 working days of receipt of your complaint
  2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of your complaint. If we are unable to provide you with a final response within this time we will send you an update
  3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
  4. If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS)

South Quay Plaza

183 Marsh Wall

London

E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.