Retail ADR

How to make a consumer complaint about a retailer in the Travel industry?

If you have an ongoing dispute with a retailer in the Travel industry, then you can submit your complaint to RetailADR for FREE!

You may have a problem or dispute with a product or service within the travel industry, for example:

The car you hired
The service you received at a train station
The service you received at a hotel

If this is the case, and you have already complained with the retailer, you can use our Complaint Form to get your complaint process started. RetailADR can then respond to you as soon as possible with a resolution.

Start A Complaint

Travel Complaints

Before you file your complaint with us

Please note that to be eligible to make a consumer complaint against a retailer in the travel industry, you must have already complained to that retailer directly in writing and either:

Received a Final Written Response
Given the travel retailer 8 weeks to respond to your dispute

… You can only submit your complaint to RetailADR once at least 1 of these conditions is fulfilled.

RetailADR can only deal with unresolved complaints.

Which consumer complaints in the Travel Retailer sector does RetailADR cover?

The travel retail sector covers complaints against any train stations, park and ride, motorway services, taxis and private hire vehicles. Below is a list of popular sources of complaints which RetailADR handles within the travel retail sector:

Train stations
Park and ride
Motorway services
Taxis
Air travel – For complaints against Airlines/Airports, you can take your complaint to AviationADR
Private hire vehicles

Complaints RetailADR can deal with:

Returning goods
Faulty goods
Missing parts
Delivery
Customer service
Pricing
Misrepresentation
Product description

Please click HERE for more information.

Our Powers

We can:

Direct the retailer/trader to take, or desist from taking, certain steps – such as providing a refund or exchange or issuing a formal apology.
Direct the retailer/trader to pay you a financial award by way of compensation (up to £25,000) for proven financial loss – where appropriate and applicable.

If the retailer/trader is a member of RetailADR, they will be contractually obligated to implement our decision. However, if the retailer/trader is not a member it will be within their discretion, although in most circumstances we would expect non-member retailers to reconsider their position.