Complaints Policy
Help us to put things right
Types of complaint handled
Handling complaints quickly, fairly, and helpfully is a key part of our approach to service delivery. Examples of situations where you might have a complaint about a service provided by Travels Inn include:
Dissatisfaction with how we responded to an inquiry, or the time it took to respond.
A perceived injustice due to an alleged error or oversight on our part.
A denial of an information request made under the Freedom of Information Act (if applicable).
Dissatisfaction with how our assets or facilities are maintained.
Dissatisfaction with the response to a request for our services to be provided in a different format.
We understand that sometimes issues arise, and Travels Inn may not provide the quality of service you expect. When this happens, we are committed to:
Ensuring that making a complaint is as easy as possible.
Treating every complaint seriously, whether submitted in writing (by letter, email) or by telephone.
Dealing with it promptly, politely, and, where appropriate, informally (e.g., by telephone).
Including in our response an apology where we are at fault, a clear explanation of the situation, and details on any actions taken.
Learning from complaints, using them to improve our service, and documenting the complaint process.
How to make a complaint
You can make a complaint in writing, by letter, email, or by telephone. If contacting us via email, please indicate if an email reply is acceptable; otherwise, kindly provide a telephone number or full postal address for our response.
Complaints should typically be directed to the member of staff you have been dealing with. This allows them to explain the actions taken and attempt to resolve the matter directly with you. If you prefer, you may request the name of their line manager and address your complaint to them.
Alternatively, you can contact our Complaints Officer at Travels Inn using the details below:
The Complaints Officer Travels Inn
246-250 ROMFORD ROAD LONDON, ENGLAND E7 9HZ
Telephone: +447922957000 Email: info@travelsinn.com
What happens next?
We will use our best endeavors to:
Treat complaints thoroughly, fairly, and politely, and investigate them sensitively; and
Respond promptly. Our target for replying to complaints is 15 working days from the date of receipt, or in exceptional circumstances, 35 working days. If it is not possible to give you a full reply within this time – for instance, because detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint, and when you can expect the full reply and from whom.
Our first response to your complaint should resolve your problem; however, if you are unhappy with our reply, or need further help, you can write to Travels Inn’s Complaints Officer who will consider the issues afresh and try to resolve them.
If, even after this stage, you remain dissatisfied with the response you may wish to contact the Financial Ombudsman Service (FOS) for further advice and guidance. This will not affect your legal rights.
All complaints are recorded by Travels Inn and we provide a summary of all complaints to the Financial Conduct Authority (FCA). These statistics are also used internally to improve our products and services.
Complaints Handling Procedures
Travels Inn operates in strict accordance with the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) complaint management procedures.
We are committed to resolving any customer complaint within 15 working days from the date of notification, or in exceptional circumstances, 35 working days. Should a full resolution within this timeframe not be possible, we will explain the reasons and propose an alternative completion date. If a complaint remains unresolved to the customer’s satisfaction within this timescale, or if the customer does not accept a deferred date, it may then be eligible for consideration by the FCA or the FOS.
To help you, we encourage you to review our detailed complaints procedure.
Complaints Procedure
Acknowledgement Upon receiving a complaint, Travels Inn will provide written acknowledgement within 5 working days (Monday to Friday, excluding bank holidays). This letter will detail our Complaints Procedure and your right to refer the complaint to the Financial Ombudsman if you are dissatisfied with our assessment and ruling. It will also state who within Travels Inn is handling the complaint and how to contact them (this will normally be the Complaints Officer).
Initial Response We will send the complainant a letter no later than 10 working days after the complaint was made. This response will contain a full account of the investigation activities planned, any findings thus far, and, if appropriate, any offer of redress. This letter will again advise the customer of their rights, who is dealing with the complaint, and how to make contact with that person.
Further Acknowledgement If the complainant responds to the Initial Response, Travels Inn will acknowledge receipt of this response within 5 working days.
Holding Response If, for any reason, Travels Inn is unable to conclude the investigation and provide a Final Response (see below) to the complaint, Travels Inn will issue a Holding Response. The purpose of this Holding Response is to inform the complainant of the reasons why Travels Inn cannot provide a Final Response, offer a further indication of what is happening with the complaint, and provide an estimated timeframe for when the complainant can expect to hear from Travels Inn again. In the event that the complainant receives a Holding Response, Travels Inn invites the complainant to discuss the matter personally with the Managing Director. This step ensures the complaint (and the complainant) receives the highest priority in situations where it cannot be fully resolved through normal investigatory processes.
Final Response Once Travels Inn has completed its investigation, we will write to the complainant with a summary outcome. Where appropriate, it may also include a final offer of redress. Such letters will be clearly marked as the final response and will include details on how to contact the FOS if the complaint has not been resolved to the complainant’s satisfaction or if the offer of redress is considered insufficient or inappropriate.
Travels Inn will attempt to send the Final Response within 15 working days of the initial complaint or one week after receipt of rejection of an offer of redress (where applicable), or in exceptional circumstances, within 35 working days. We will always abide by regulatory guidelines in relation to a complaint, ensuring complainants are kept informed about their complaint and our activities in response to it.
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Monitoring of Complaints
Ultimate Redress
If, after engaging with all relevant parties, the complainant remains dissatisfied with the outcome of their complaint, they may seek resolution through the Financial Ombudsman Service (FOS) and, if they wish, ultimately through the courts. Further details about the FOS are provided below.
In each such instance, we will record the advice provided on the complaint file and reclassify the complaint as ‘Investigated but not resolved’. Claims in this category will be considered fully investigated by Travels Inn and reported to the FCA accordingly.
Financial Ombudsman Service (FOS)
The Financial Ombudsman Service (FOS) is an independent, government-backed service designed to assist retail consumers and small commercial businesses (with an annual turnover of less than £1 million) who are in dispute with a financial organization like us.
It is a free service that can be contacted at any point in a dispute, provided the complainant has first engaged with the financial organization concerned. While most cases are resolved within a 6-month period, some may take longer depending on their nature and complexity.
The FOS can consider complaints across a wide range of financial matters – from insurance and mortgages to savings and investments. Their role is not as a regulator, trade body, or consumer champion, but to take an objective standpoint and help settle disputes.
Consumers are not obligated to accept any decision made by the Financial Ombudsman and retain the right to seek redress in a court if they wish. However, if the Ombudsman’s decision is accepted by the complainant, it becomes binding on both the firm and the complainant.
To contact the FOS, consumers may reach them by writing, telephoning, or emailing their situation to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Contact us
In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at:
- 246-250 ROMFORD ROAD, LONDON, ENGLAND E7 9HZ
- 00447922957000
- info@travelsinn.com