Complaints Procedure

Our clients are important to Air Travel Claim. We want to exceed our customers’ expectations every time; however there will be occasions where we may fall short in some way. If this happens we want to know, and we can assure you that we take every complaint received very seriously and deal with them in accordance with our internal complaints procedure which is designed to resolve our clients concerns quickly and efficiently.

How can I make a complaint?
You can contact us by post: Air Travel Claim, 2nd Floor, 84 Salop Street, Wolverhampton, WV3 0SR

If you prefer to call us our number is 0330 808 8636

Complaints can also be sent by email to: compliance@Airtravelclaim.com

What happens next?

You will receive an acknowledgement either by writing or by email within 5 working days of receipt. Our team will then investigate your concerns and a response will be issued within 8 weeks. Where we decide redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

I’m not satisfied with the response…What can I do?

If you do not feel that your complaint has been resolved satisfactorily please get back in touch with us (using the above contact details) to explain why and ask for a further review. Your case will be reviewed by the Senior Manager and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.