1. How to raise a complaint

Write to us at hello@trustedchoiceuk.co.uk with "Complaint" in the subject line, or telephone +44 20 0000 0000 during working hours and ask for the complaint to be logged.

2. What to include

• Your name and the email address on your account.
• Your order or reference number.
• The service concerned and the date of purchase.
• What happened, and what you would like us to do.
• Any relevant screenshots, messages or reference numbers from a third-party provider.

3. What happens next

We acknowledge complaints within two working days. We then review the order record, the work carried out, the communications on file and the outcome recorded for each service.

We aim to give a full written response within ten working days. If a review needs longer — for example because we are waiting on information from an airline or airport — we will tell you and keep you updated.

4. How we review

Complaints are reviewed fairly and on the evidence, by someone who was not directly responsible for the work where that is practical. We will tell you plainly what we found, including when we got something wrong.

Where a complaint concerns a decision made by an airline, airport or other third party, we will explain what was requested and what the provider decided, and help you take it up with them where we can.

5. If you are still unhappy

You may ask for the response to be reviewed once more by a senior member of the team. You may also seek advice from Citizens Advice or pursue any other route available to you in law. Complaints about personal data can be raised with the Information Commissioner's Office.