Complaints & Dispute Resolution Policy
At Yule Trips Ltd, we are committed to providing the highest standard of service. However, we understand that sometimes things can go wrong. This policy sets out the procedure for making a complaint and how we will handle it to ensure a fair resolution.
Our aim is to resolve your concerns quickly and efficiently. Please read this policy carefully to understand the steps you need to take.
- Report Immediately: Issues must be reported while you are on holiday or immediately upon encountering them.
- Evidence: We require written evidence (photos, receipts, reports) to process any claim.
- Timescale: Formal complaints must be submitted within 28 days of your return.
1. Stage 1: Reporting the Issue (While Away)
If you encounter a problem during your trip (e.g., hotel issues, transfer delays), you must report it immediately to the Supplier (e.g., the Hotel Manager or Airline Staff) AND to Yule Trips Ltd.
Why? This gives us and the supplier the opportunity to fix the problem right there and then. If you fail to report the issue locally and simply complain upon your return, we may not be able to accept liability as we were denied the chance to rectify the situation.
Contact Us Immediately via WhatsApp: +44 7446 230755
2. Stage 2: Formal Complaint (After Return)
If your issue was not resolved locally, you must submit a formal complaint in writing within 28 days of your return home. Complaints received after this period may be rejected as they are difficult to investigate.
How to Submit:
- Send an email to: info@yuletrips.co.uk
- Subject Line: "Formal Complaint - [Booking Reference]"
- Include: Full details of the issue, names of staff spoken to, and any evidence (photos/police reports).
3. Our Investigation Process
Once we receive your formal complaint, we will follow this timeline:
- Acknowledgment: We will acknowledge your email within 3 working days.
- Investigation: We will contact the relevant Third-Party Supplier (Airline/Hotel) for their report. This can take up to 28 days depending on their response speed.
- Full Response: We aim to provide a full written response within 28 days of receiving your complaint. If we need more time (due to supplier delays), we will keep you updated.
4. Disputes Regarding Third-Party Suppliers
Please remember that Yule Trips Ltd acts as an Agent.
- If your complaint is about an Airline (e.g., flight delay, lost baggage), legally, your claim is against the Airline under the Montreal Convention or UK/EU 261 Regulations.
- We will assist you in filing this claim, but we are not liable to pay compensation from our own funds for Third-Party failures.
5. Abuse Policy
We treat all complaints seriously and with respect. However, we will not tolerate abusive, aggressive, or threatening behavior towards our staff (including agents Sam, Adam, and Jason). In such cases, we reserve the right to cease communication and refer the matter to legal authorities.
6. Alternative Dispute Resolution (ADR)
If we cannot resolve your complaint to your satisfaction, you may choose to use an ADR scheme. ADR is a way of resolving disputes without going to court.
Contact Management
To submit a formal complaint or check the status of an existing one.
Customer Care.
📞 020 3432 0526