Customer Complaints Policy

1. Our Commitment

BRITHOLIDAY LTD is committed to providing a professional and fair service to customers using Britholiday.com for hotel enquiries and reservations.

We take complaints seriously and aim to handle them fairly, consistently and promptly. We use feedback to identify problems and improve our services.

This policy explains how to submit a complaint, what information to include and how we will handle it.

2. Who We Are

3. What You Can Complain About

You may raise a complaint about matters including:

• A booking enquiry or reservation handled by Britholiday.
• Incorrect booking information or a booking administration error.
• A failure to communicate important booking details.
• A request to amend or cancel a reservation.
• A refund or payment-related issue.
• The handling of a customer service enquiry.
• Website information or a problem with the booking process.
• The way we have handled a previous complaint.

If your complaint concerns the hotel's accommodation, facilities, staff or conduct during your stay, we may need to refer the matter to the hotel or relevant supplier. We will explain where another party is responsible for investigating or resolving the issue.

4. How to Submit a Complaint

You can submit a complaint by email, telephone or post.

Please include, where applicable:

• Your full name and contact details.
• Your Britholiday booking reference and supplier reference.
• The lead guest's name.
• Hotel name and booking dates.
• A clear description of what happened.
• The date the issue occurred.
• Copies of relevant confirmations, receipts or correspondence.
• The outcome you are seeking, such as a correction, explanation, refund or other resolution.

🔒 Please do not email complete payment-card details or security codes.

5. Acknowledgement and Investigation

We aim to acknowledge complaints within five working days of receipt.

We will review the information provided, check relevant booking records and communications, and contact the relevant supplier where necessary. We may ask you for additional information if it is needed to investigate the complaint fairly.

We aim to provide a substantive response within 15 working days of receiving the complaint. If the matter is complex or we are waiting for information from a supplier, it may take longer. In that case, we will explain the reason for the delay and provide an update on the expected next steps.

These are our service targets, not a restriction on any statutory deadline or legal right you may have.

6. Our Decision and Proposed Resolution

After investigating the complaint, we will explain our findings and any action we propose to take.

Depending on the circumstances, the outcome may include:

• A correction to booking information.
• An explanation or clarification.
• Assistance with an amendment or cancellation request.
• Referral to the hotel or relevant supplier.
• A refund or other remedy where appropriate under the booking terms or applicable law.
• An explanation of why the requested outcome is not available.

We will not promise a refund or compensation before establishing whether it is due. Any decision will take account of the confirmed reservation conditions, the facts of the complaint, the responsibility of the relevant parties and applicable consumer law.

7. Complaints About a Hotel During Your Stay

If a problem occurs during your stay, we recommend that you notify the hotel's reception or management as soon as possible so that it has an opportunity to address the issue.

If the issue concerns the booking made through Britholiday, contact our support team as well. If you cannot resolve the matter directly with the hotel, provide us with the details and any evidence you have.

We will assist within the scope of our role and communicate with the relevant supplier where appropriate. The hotel or supplier may need to investigate issues relating to its facilities, staff or on-site services.

8. Escalating a Complaint

If you are dissatisfied with our response, reply to the complaint correspondence and explain which part of the decision you disagree with and why. Where possible, your complaint will be reviewed by a person who was not responsible for the original decision.

We will consider any new evidence and explain whether our original decision is upheld or changed.

If the complaint remains unresolved, you may seek independent consumer advice or pursue any legal remedy available to you. Any applicable alternative dispute resolution information will be provided where required by law.

9. Supplier-Related Complaints

Some hotel bookings involve third-party suppliers or accommodation providers. Depending on the booking arrangement, a supplier may control the reservation, cancellation rules, refund approval or delivery of the accommodation.

Where a complaint needs supplier involvement, we will explain the role of that supplier and, where appropriate, refer the issue or seek assistance on your behalf.

This does not remove any responsibility that BRITHOLIDAY LTD has under its own contract or applicable law.

10. Data Protection Complaints

If your complaint concerns how we have collected, used, stored or disclosed personal information, please contact us at inquiries@britholiday.com.

We will review privacy complaints in accordance with our Privacy Policy and applicable data protection law.

If you remain dissatisfied with how we have handled your personal information, you may complain to the Information Commissioner's Office at https://ico.org.uk/.

11. Fair and Respectful Communication

We aim to treat customers fairly and respectfully throughout the complaints process. We ask customers to communicate with our staff respectfully and provide accurate information so that we can investigate matters effectively.

We may take reasonable steps to manage repeated, abusive or threatening communications while continuing to consider legitimate complaints and comply with our legal obligations.

12. Record-Keeping and Improvement

We may maintain records of complaints, investigations, decisions and actions taken for customer service, quality assurance, legal compliance and dispute-resolution purposes.

Complaint records will be handled in accordance with our Privacy Policy and applicable data protection requirements. We may review complaints periodically to identify recurring issues and opportunities to improve our service.

13. Changes to This Policy

We may update this policy to reflect changes in our complaint-handling procedures, services or legal requirements. The latest version will be published on our website with an updated date.

14. Contact Us