Complaints
At The Destinations Group Limited, we are committed to providing high-quality service and ensuring that your travel experience is as smooth and enjoyable as possible. However, we understand that there may be occasions when things don’t go as planned. This Complaints Procedure outlines how you can raise any concerns or complaints you may have and how we will handle them.
1. Immediate Resolution During Your Holiday
If you encounter any issues during your holiday, we recommend that you address them immediately with the relevant supplier (e.g., hotelier, airline) or their local representative. Often, issues can be resolved more efficiently when they are raised at the time they occur.
2. Reporting a Complaint
If your issue could not be resolved during your holiday, or if you wish to make a formal complaint after returning home, please follow the steps below:
Write to Us: Submit a formal written complaint to our Customer Services Department. Ensure that your complaint includes your booking reference, a detailed description of the issue, and any relevant supporting documents (e.g., receipts, photos).
Send your complaint to: Customer Services Department
The Destinations Group Limited
32 Eyre Street
Sheffield S1 4QZ
United KingdomUse Recorded Delivery: We recommend sending your complaint via recorded delivery to ensure it reaches us. Please retain a copy of the delivery receipt for your records.
Email Confirmation: Once your complaint is dispatched, email the tracking information to our customer service team at customersupport@destinationsdesired.co.uk. This allows us to track the receipt of your complaint and begin the review process promptly.
3. Timeframe for Submitting Complaints
We recommend submitting your complaint within 28 days of the end of your holiday to ensure that we can address your concerns promptly and effectively. Delays in submitting a complaint may affect the availability of evidence and our ability to resolve the issue.
4. Our Response to Your Complaint
Upon receipt of your complaint, we will:
- Acknowledge Receipt: We will acknowledge receipt of your complaint within 5 working days.
- Investigate the Issue: We will thoroughly investigate the circumstances surrounding your complaint, including contacting relevant suppliers or representatives involved.
- Provide a Resolution: We aim to provide a full response within 28 days of receiving your complaint. If the issue is complex and requires more time to investigate, we will keep you informed of the progress and provide a revised timeframe.
5. If You Are Not Satisfied
If you are not satisfied with our response, you may have the option to escalate your complaint. The Destinations Group Limited is a member of the Travel Trust Association (TTA), and you can use their customer complaint scheme for further resolution.
For more information, please visit the Travel Trust Association’s complaints procedure page.
6. False Complaints
Please be aware that making a false complaint or claim is a serious matter. If a complaint or claim is found to be false, it may be reported to the authorities, and legal action may be taken.
