TOUR OPERATOR NAME & ADDRESS | YOUR NAME AND ADDRESS |
YOUR CONTACT TELEPHONE NUMBER | |
YOUR E MAIL ADDRESS | |
DATE | |
Dear | |
Re: My | |
Booking Reference: [INSERT REF] | |
Hotel Cruise*: [INSERT HOTEL/CRUISE NAME *DELETE AS NECESSARY] | |
On [DATE] I returned from holiday at the above location of this letter. Please take this letter as a formal complaint, within the time frame as set out in our contract. We paid £[INSERT VALUE] for this holiday, and are seeking an explanation and/or compensation for the failures listed below. The members of my party were: [INSERT NAMES AND AGES IF UNDER 18] During the holiday we suffered the following problems: ILLNESS: [LIST WHO WAS THEIR SYMPTOMS, ANY DIAGNOSIS AND IF THEY HAVE RECOVERED – DO NOT PROVIDE ANY MEDICAL NOTES AND RECORDS OR DOCTORS REPORTS] ACCOMMODATION: [LIST THE PROBLEMS, ROOM BY ROOM IF APPROPRIATE LIST THE PROBLEMS WITHIN THE HOTEL, AREA BY AREA] FOOD: [LIST THE PROBLEMS WITH THE FOOD, DRINKS WATER ETC] HYGIENE: [LIST ANY ISSUES WITH HYGIENE, WHATEVER THE LOCATION WITHIN THE PROPERTY OR SHIP] POOL: [LIST THE PROBLEMS WITH THE POOL, EG – USEAGE, CLEANLINESS, TREATMENTS ETC] ENTERTAINMENT: [LIST THE PROBLEMS WITH THE ENTERTAINMENT] REPRESENTATIVE: [LIST THE PROBLEMS ENCOUNTERED WITH THE REPRESENTATIVES] HOTEL STAFF & MANAGEMENT: [LIST THE PROBLEMS WITH HOTEL STAFF & MANAGEMENT] FLIGHT: [LIST ANY PROBLEMS WITH THE FLIGHT, AIRPORT CHECK-IN ETC] We attempted to resolve this problem in resort by contacting your representative. [LIST THE ACTION YOU TOOK, WHO YOU SPOKE TO, WHAT THEY SAID, WHETHER YOU PUT THE COMPLAINT ON THEIR CUSTOMER COMPLAINTS FORM, WHAT ATTEMPTS WERE MADE TO RESOLVE THE COMPLAINT, AND WHY YOU DID NOT OR DO NOT ACCEPT THE RESOLUTION ETC] I hold you responsible for the failures in this contract and in doing so invoke your responsibilities under the Package Travel Regulations 1992 and the ABTA Code of Conduct. [I also consider that you are also in breach of The Consumer Protection from Unfair Trading Regulations 2008. Those breaches arose at the time of arranging this booking. I consider that you have whilst selling this holiday have committed offences of misleading actions*, misleading omissions* and/or aggressive commercial practices* [Either delete where * or delete this paragraph if it does not apply in your case – this is a complex area and a full explanation is provided at this link - http://www.holidaytravelwatch.net/news-desk/holidaytravelwatch-newsdesk/treated-unfairly-the-consumer-protection-from-unfair-trading-regulations-2008/ ] As detailed within that Code I expect to receive an acknowledgement of this letter within 14 days. I then look forward to hearing your response within 28 days of the receipt of my as to how you intend to resolve my/our complaint. Yours Sincerely, |
