Our Commitment to You
At VoyHaven, we are committed to providing you with an exceptional holiday experience. We take all complaints seriously and aim to resolve them quickly, fairly, and professionally. If something goes wrong, we want to know about it so we can put it right.
How to Make a Complaint
Please follow these steps to raise a complaint with us:
During Your Holiday
If a problem arises during your holiday, please report it immediately to the relevant supplier (hotel, airline, transfer company) so they have the opportunity to resolve it on the spot. If the issue is not resolved, contact us directly at contactus@voyheaven.co.uk or call 07394 989 226.
After Your Holiday
If you wish to raise a complaint after returning home, please contact us in writing within 28 days of your return date. Send your complaint to contactus@voyheaven.co.uk with the subject line "Formal Complaint" and include your booking reference, full details of the issue, and any supporting evidence.
Our Response
We will acknowledge your complaint within 3 working days. We aim to provide a full written response within 28 days. If the matter is complex and requires more time, we will keep you informed of our progress.
Escalation
If you are not satisfied with our response, you may escalate your complaint to the ABTA, of which VoyHaven is a member. The TTA offers an independent dispute resolution service for unresolved complaints.
Alternative Dispute Resolution
If your complaint remains unresolved after exhausting our internal complaints process, you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) scheme. As a ABTA member, complaints can be referred to:
- ABTA — traveltrust.co.uk
- The Retail Ombudsman — for retail travel disputes
- CEDR (Centre for Effective Dispute Resolution) — cedr.com
You also have the right to pursue your claim through the courts.
What Information to Include
To help us resolve your complaint as quickly as possible, please include the following in your complaint:
- Your full name and contact details
- Your booking reference number
- Your travel dates and destination
- A clear description of the problem
- Details of any action already taken
- Copies of any relevant receipts or documentation
- The outcome you are seeking
Submit a Complaint
To raise a complaint, please contact us:
Email: contactus@voyheaven.co.uk
Phone: 07394 989 226
Hours: Mon–Sat 9am–7pm · Sun 10am–5pm
We aim to acknowledge all complaints within 3 working days.