If you have a complaint

If a problem arises, we want to be the first to hear about it. Our Representative or Emergency Contact can deal with most problems on the spot, so please do not wait until you get home before reporting a problem. You have a legal obligation to report it as quickly as possible to our Representative or Agent and the Supplier in question so that efforts can be made to rectify it to your satisfaction. If your complaint is not resolved locally, please follow this up within 28 days of your return by writing to our Customer Services Department; please keep your letter concise and to the point.

If you do not follow this simple complaints procedure your right to claim any compensation will be limited to £100. We undertake to acknowledge receipt of your letter within 14 days and within 28 days to send you a full reply or an explanation for the delay. In any event we undertake to send you a full reply within 56 days. Please also read clause 3 of these conditions.