The holiday industry is well regulated but there are a lot of complaints (after all holidays are very close to our hearts!). The complaints procedures are fairly complicated so make sure you have read the procedures below and have not missed anything.

ATOL is part of the Consumer Protection Department managed by the CAA and is the government's licensing and financial protection scheme for air holidays and flights sold by tour operators and travel organisers in the UK.

Most tour operators and travel agents belong to an association, details of which should be given in the terms and conditions. ABTA (Association of British Travel Agents), AITO (Association of Independent Tour Operators) are the bigger trade associations whose members should abide to their code of practice. ABTA provides an arbitration scheme for reconciliation of complaints between customers and tour operators/agencies. The findings from such an arbitration scheme are usually legally binding.

The Organisation for Timeshare in Europe OTE is the trade association that represents many timeshare resorts that operate in Europe, North Africa and the Middle East. They offer consumer advice and a free conciliatory service between customers and timeshare companies registered with the OTE.

Plenty of links to further information have been given below if you are unsure of the procedures outlined here.

Local resolution 1: In the case of holidays you should read the small print of the tour operator’s terms and conditions. These usually require you to register your complaint to the holiday representative whilst you are actually on holiday. Many complaints are resolved in this manner at the time. Failing that, you should keep the complaint registration form that you should be given by the rep to whom you have complained. Try and keep records of whom you have spoken to on the spot. Keep in mind that if you accept a resolution to your complaint whilst on holiday you are then often unable to reopen the complaint when you have returned home. If your complaint arises before you go on holiday then you should contact the travel agent with whom you booked the holiday.

Timeshare: Any problems or complaints to do with your timeshare purchase, from the small print, misrepresentation or pushy sales people, contact the timeshare resort directly. Remember, you are entitled to a 10 day 'cooling off' period with any timeshare purchased made to a resort within the EU. However, certain products may not be covered by this legislation. The OTE website provides further information on this issue.

Local resolution 2: If you have failed to resolve a complaint on holiday then you should contact your tour operator on your return. You are usually given a fixed amount of time to register a complaint following your holiday (often 9 months). Make sure you have all the relevant details with you and they are included when you submit your complaint. Bear in mind that complaints about the booking should be directed at the travel agent. Grievances about the holiday itself are the business of the tour operators.

Timeshare: If the complaint has not been dealt with satisfactorily with the resort, then send a copy of the complaint in writing to the company headquarters.

Authorities: If you fail to resolve the complaint with your tour operator then you should contact the relevant trade association. Most tour operators and travel agents belong to an association, details of which should be given in the terms and conditions. ABTA (Association of British Travel Agents), AITO (Association of Independent Tour Operators) are the bigger trade associations whose members should abide to their code of practice. ABTA provides an arbitration scheme for reconciliation of complaints between customers and tour operators/agencies. The findings from such an arbitration scheme are usually legally binding.

ATOL is part of the Consumer Protection Department managed by the CAA and is the government's licensing and financial protection scheme for air holidays and flights sold by tour operators and travel organisers in the UK.
If your air travel arrangements are ATOL protected, you are covered against failures of the tour operator/agency. Air travel firms with ATOL have to provide the CAA with financial guarantees. This means that you'll still be able to fly to your destination or receive a refund for the flight or, if it occurs whilst on an air holiday, to continue with it as planned. If your complaint is about firms not providing financial protection, you should direct your complaint to the CAA.

Timeshare: If you feel that the timeshare resort head office did not resolve your complaint satisfactorily, you have two options. If the timeshare resort is a member of the OTE, they will be able to advise you on ways to resolve it, including offering the use of their conciliatory service. If the timeshare resort is not a member of OTE, then your best option is to forward your case to the Trading Standards Office. OTE can also provide general advice and information and details of specialist solicitors throughout Europe.

In all cases, if the complaint is still unresolved then you can seek advice from your local Trading Standards Office. They will give you free advice and may take up your complaint for you.

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.