{"id":3950,"date":"2025-11-20T12:38:47","date_gmt":"2025-11-20T12:38:47","guid":{"rendered":"https:\/\/travel-general.com\/dev2025\/?page_id=3950"},"modified":"2025-11-20T12:43:19","modified_gmt":"2025-11-20T12:43:19","slug":"customer-complaints-procedure","status":"publish","type":"page","link":"https:\/\/travel-general.com\/dev2025\/customer-complaints-procedure\/","title":{"rendered":"Customer Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3950\" class=\"elementor elementor-3950\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5ffe0375 e-flex e-con-boxed e-con e-parent\" data-id=\"5ffe0375\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1212ccb4 elementor-widget elementor-widget-text-editor\" data-id=\"1212ccb4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"font-weight: 400;\">We are committed to providing the highest level of service to our customers. If you are not satisfied with our service, please let us know so we can put things right.\u00a0 You can make a complaint to us free of charge in any of the following ways:<\/p><p style=\"font-weight: 400;\">By phone: 0207 065 5300<br \/>By email:\u00a0<strong><a href=\"mailto:Compaints@theatc.co.uk\">Compaints<\/a><a href=\"mailto:walter.mcculloch@travel-general.com\">@travel-general.com<\/a><\/strong><br \/>By post: 69 Leadenhall Street, London, EC3A 2BG<\/p><p style=\"font-weight: 400;\">We will acknowledge your complaint promptly and aim to resolve complaints within three business days where possible. If resolved within this time, we will send you a Summary Resolution Communication, confirming your right to refer the matter to the Financial Ombudsman Service (FOS).<\/p><p style=\"font-weight: 400;\">If we cannot resolve your complaint within three business days, we will acknowledge your complaint within 5 working days, provide details of our complaint handling process and who is dealing with your complaint.\u00a0<\/p><p style=\"font-weight: 400;\">We aim to provide a final response to your complaint within 8 weeks, and if we cannot, we will outline the reasons for the delay and provide you with an indication of when you can expect a final response.\u00a0<\/p><p style=\"font-weight: 400;\">If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first complained, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS).\u00a0 Details of the eligibility criteria can be found in our complaints procedure or on the FOS Website:\u00a0<strong><a href=\"https:\/\/financial-ombudsman.org.uk\/\" target=\"_blank\" rel=\"noopener\">https:\/\/financial-ombudsman.org.uk<\/a><\/strong>.\u00a0 If you decide to refer your complaint to the Ombudsman, you must do so within 6 months of the date of our final response.<\/p><p style=\"font-weight: 400;\">The FOS offer a free independent service for resolving disputes and you can contact the FOS via the following means:<\/p><p style=\"font-weight: 400;\">Phone: 0800 023 4567 or 0300 123 9123<br \/>Email:\u00a0<strong><a href=\"mailto:complaint.info@financial-ombudsman.org.uk\">complaint.info@financial-ombudsman.org.uk<\/a><br \/><\/strong>In writing: Exchange Tower, London, E14 9SR<\/p><p style=\"font-weight: 400;\">We handle all complaints fairly, promptly and transparently. Complaints can be made free of charge, and we will never use premium-rate numbers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>We are committed to providing the highest level of service to our customers. If you are not satisfied with our service, please let us know so we can put things right.\u00a0 You can make a complaint to us free of charge in any of the following ways: By phone: 0207 065 5300 By email:\u00a0Compaints@travel-general.com By [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3950","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Complaints Procedure - Travel &amp; General<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Complaints Procedure - Travel &amp; General\" \/>\n<meta property=\"og:description\" content=\"We are committed to providing the highest level of service to our customers. 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