Summary
Contact us first. If you remain dissatisfied after our final response, you may refer the matter to an approved alternative dispute resolution (ADR) provider where one exists for our sector, or pursue court action where appropriate.
1. Step one — informal resolution
Email callback@bloxarynnnjlixux.world with “Complaint” in the subject line, your name, booking reference if you have one, and a clear description of what went wrong and what you would like us to do. We aim to acknowledge within five UK working days.
2. Step two — formal written response
Where a complaint requires investigation, we will provide a written outcome within twenty-eight UK working days unless we explain why more time is needed. We keep an internal record of decisions to improve facilitation quality.
3. Alternative dispute resolution (ADR)
ADR can be quicker than court for some consumer disputes. Approved ADR bodies are listed on the Trading Standards and Citizens Advice websites. We will engage in good faith with any competent ADR provider that applies to our services.
4. Cross-border consumers (EU)
If you are resident in the European Union and the dispute falls within scope, you may use the European Commission’s online dispute resolution platform at https://ec.europa.eu/consumers/odr/main/?event=main.home2.show. Participation in ODR is without prejudice to your rights in the courts of England and Wales where our terms provide for that jurisdiction.
5. Competition and Markets Authority guidance
We follow consumer-protection guidance issued by UK regulators, including clear information before purchase and fair cancellation practices as set out in our Return Policy.
6. Data protection complaints
Privacy complaints may be directed to the same mailbox with “Data complaint” in the subject line, or directly to the Information Commissioner’s Office (ico.org.uk).