Operating across United Kingdom
If you have an unresolved complaint with a retailer or trader, we may be able to help
We can deal with most complaints between an airline/airport that subscribes to our scheme and a passenger, including:
We cannot deal with your complaint if:
We have an obligation to process claims within 90 days of receiving the evidence from both consumer and retailer/trader. However, passengers typically receive their decision within 30 days.
The scheme is approved and regulated by Chartered Trading Standards Institute.
To file a Service Complaint click here.
Alternatively, all complaints should initially be addressed to:
Head of Service Complaints
Stratford Office Village
Unit 12 Walker Avenue, Wolverton Mill
Complaints should be in writing and should provide full details of the complaint, including your complaint ID number and the name of the Complaint Handler/Adjudicator where possible/applicable.
The companies below have subscribed to RetailADR and agree to engage with our scheme, meaning any final determination is binding on it, if accepted by you.
Our contact centre operates Monday to Friday, 9am – 5:30pm and is on hand to provide information and assistance for consumers wishing to lodge a claim or obtain an update.
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How to Contact Us
Due to COVID 19 and reduced staffing levels, we are no longer answering calls.
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