Before we can help, the service provider must be given an opportunity to resolve the complaint before it comes to us. Each service provider has a Complaint Handling Procedure (CHP) which outlines the process you should follow if you have a complaint with any aspect of their service. To view a CHP, please click on the logo of the service provider.
Please note that we can only look into your complaint if the service provider is part of our scheme – this can be checked below. If your complaint is not with a participating service provider, we may still be able to let you know where you can take it next. For example, this might be to one of the industry’s watchdogs – such as Transport Focus or London Travel Watch.