If you have a problem during your visit, you must us inform as soon
as is reasonably possible and we will endeavour to put things right. If your
complaint cannot be completely resolved, you must complete a report form. Please
follow this up within 28 days of your return home by writing to us giving all
other relevant information. Send the letter by recorded delivery and keep a
copy. We must acknowledge receipt within 14 days and then provide you with a
detailed reply within 28 days.
It is a condition of booking that you communicate any problem to
the supplier of the services in question AND to us whilst in Spain and obtain a
written report form. If you fail to follow this procedure your entitlement to
compensation, if any, will be prejudiced because you will not have taken
reasonable steps to mitigate your loss and we will not have been given a full
opportunity to investigate and rectify the problem.
Complaints Form
Date made:
Name: (block capitals) Complaints received without a named complainant will not be
investigated
Course / Year: (if appropriate)
Address for reply:
Details of complaint: (please include as
much information as possible, such as dates, times, locations, names of
witnesses etc, feel free to use additional pages if necessary)
What do you think might be a satisfactory
resolution?
